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Korean Institute of Industrial Engineers (대한산업공학회)
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A Study on the Development of Total Customer Satisfaction Coefficient based on Kano Model

Kano 모델을 기반으로 총체적 고객만족계수의 개발에 관한 연구

  • Shin, Ah-Reum (Dept. of Industrial Engineering, Seokyeong University) ;
  • Ree, Sang-Bok (Dept. of Industrial Engineering, Seokyeong University)
  • Received : 20070200
  • Accepted : 20070400
  • Published : 2007.12.31
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Abstract

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

Keywords

References

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