Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Strategy for EMS Service Quality Improvement Using Kano Model and Improvement-Gap Analysis

카노모형과 개선갭분석을 이용한 EMS 서비스품질의 전략적 개선방안

  • 김명섭 (우정사업본부 우정공무원교육원) ;
  • 류문찬 (고려대학교 경상대학 경영학부)
  • Received : 2015.07.14
  • Accepted : 2015.09.11
  • Published : 2015.09.30
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Abstract

Purpose: Express mail service(EMS) supplied by 'Korea POST'is an international postal service which brings letters, documents and parcels to a destination abroad in the fastest and safest way. This service is in a tough competition with global companies such as TNT, FedEx, DHL or UPS. To build an effective strategy for being competitive, an intensive study on EMS service quality should be accomplished from a customer's perspective. Methods: Kano model and improvement gap analysis are used to categorize and prioritize EMS service quality attributes. A 5-point Lickert scale is employed to apply the Kano model and improvement gap analysis. Each quality attribute can be classified as weak in comparison with competitors, critical for improvement, or potentially competitive. Results: Price, on-time delivery and delivery quality are to be kept as is; fast delivery, parking convenience and staff expertise can be potentially competitive; and the other attributes are considered to be critical for improvement. Conclusions: Fast reimbursement and proper compensation when shipping items are lost or damaged are to be improved with high priority. Efforts to secure fast delivery, parking convenience and staff expertise are needed to be competitive in the future.

Keywords

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