Abstract:

The researcher's original assumptions, goals set for realization, selected specific research methods and techniques usually lead to frequently anticipated results and conclusions. In scientific research, it is necessary to comply with certain established research procedures that are part of the research methods. Sometimes it happens that the researcher introduces some modifications in the methodology or omits some stages if there are any restrictions. Often, however, the results of research obtained, or the conditions for their implementation imply the possibility of developing existing research methods. This also happened in the study, the results of which are described in this article. In the study of pro-quality expectations for online commercial services, conducted using the Kano model, the results obtained inspired the author to attempt to examine whether in the two examined groups of entities differences in the impact on customer satisfaction and dissatisfaction are significant or not. This idea can be a development of Kano Model, which is a popular method of testing the customer's qualitative expectations regarding services.