Proceedings of the Korean Society for Quality Management Conference (한국품질경영학회:학술대회논문집)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the Family Restaurant Customers' Needs by Kano Model & Potential Customer Satisfaction Improvement Index - Based on Female Customers -

Kano 모질 및 PCSI 지수를 통한 패밀리레스토랑 이용고객 Needs에 관한 연구 - 젊은 여성 고객을 중심으로 -

  • Yun, Ho-Cheol (Dept. of Industrial Engineering, graduate School, Seokyeong University) ;
  • Kim, Myung-Hoon (Dept. of Industrial Engineering, graduate School, Seokyeong University) ;
  • Lee, Sang-Bok (Dept. of Industrial Engineering, graduate School, Seokyeong University)
  • 윤호철 (서경대학교 대학원 산업공학과) ;
  • 김명훈 (서경대학교 대학원 산업공학과) ;
  • 이상복 (서경대학교 대학원 산업공학과)
  • Published : 2006.04.08
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Abstract

In this paper, we try to find success factor to satisfy Female Customer of a Family Restaurant We survey Female Customers Requirement and make a Questionnaire based on Female Customer by interview and internet Homepage. We find Potential customer satisfying factor by using Kano Analysis and Timko's CS coefficient and Potential Customer Satisfactionv improvement Index(PCSI) which is suggested by Leem represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. We also discuss how to use this result, we hope our result to apply customer satisfying many fields not only Family Restaurant.

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