Journal of Korean Institute of Industrial Engineers (대한산업공학회지)

Korean Institute of Industrial Engineers (대한산업공학회)
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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 모델 및 PCSI 지수를 통한 패밀리레스토랑 이용고객 Needs에 관한 연구 : 젊은 여성 고객을 중심으로

  • Yun, Ho Cheol (Department of Industrial Engineering, Seokyeong University) ;
  • Ree, Sang Bok (Department of Industrial Engineering, Seokyeong University)
  • Published : 2006.06.30
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Abstract

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

Keywords

References

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