Identifying and prioritizing coworking member needs

Abstract

Purpose: This paper aims to identify and prioritize the needs of coworking members. The authors focus on maintaining the existing members rather than attracting new ones. Design/methodology/approach: The authors use two phases and multiple methods. The first phase focuses on a qualitative approach using observations and interviews to uncover and formulate the members’ needs. The second phase focuses on prioritizing the needs using a quantitative approach. Findings: The authors discovered 19 member needs from the coworking spaces. Based on an online survey, the authors classified those needs into three main Kano model’s categories. Originality/value: The resulting member needs and their strategic priorities provide a useful basis for coworking providers to direct their improvement efforts towards achieving greater member satisfaction.