A Study on the Factor of Satisfaction or Dissatisfaction of e-Learning Using Kano Model and Timko's Customer Satisfaction coefficients

Kano 모델과 Timko의 고객만족계수를 이용한 이러닝 만족 및 불만족 요인에 관한 연구

  • Bae, Jae-Hong (Dept. of Liberal Arts and Science, Ulsan Campus of KOREA POLYTECHNICS) ;
  • Shin, Ho-Young (Institute of Management & Economy Research, Yeungnam University)
  • 배재홍 (한국폴리텍대학 울산캠퍼스 교양과) ;
  • 신호영 (영남대학교 산경연구소)
  • Received : 2019.06.07
  • Accepted : 2019.07.20
  • Published : 2019.07.28


This study was conducted to investigate the factors affecting satisfaction and dissatisfaction of e-learning learner students using Kano model and Timko's customer satisfaction coefficient. The results of the analysis showed that firstly, the students are highly satisfied when it is convenient to learn visually and audibly, when the students can ask questions at any time, and when the professor was interested in the students. Second, the rational criteria and accurate evaluation of grades and assignments were confirmed as factors that should be satisfied. Third, unlike the results of the basic study that the students use e-learning due to the convenience of learning time and learning space and the ease of learning process, it is no longer an attractive factor to use e-learning. The results of this study suggest that it is possible to present effective directions for the development of e-learning education and strategic application of each factor classified by the two-dimensional recognition method.

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Fig. 1. Kano Model

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Fig. 2. Classification Chart of Timko QualityCharacteristics

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Fig. 3. Conceptual Model

Table 1. Quality Factors of Kano Model

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Table 2. Quality Factor Evaluation Table

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Table 3. Customer Satisfaction Coefficient

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Table 4. SERVQUAL 5 Dimensions

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Table 5. Demographic Characteristics of Respondents

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Table 6. Analysis Results of Kano Model

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Table 7. Customer Satisfaction Coefficient of Timko

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