Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
권호 표지
DOI QR코드

DOI QR Code

An Analysis of Service Robot Quality Attributes through the Kano Model and Decision Tree : Financial Service Robot for Introduction to Bank Branches

카노와 의사결정나무를 활용한 금융서비스 로봇의 품질속성 분석 : 은행지점 도입용 금융서비스 로봇 사례

  • 송영규 (한양대학교 일반대학원 경영컨설팅학과) ;
  • 이정우 (NH농협금융지주 NH금융연구소) ;
  • 한창희 (한양대학교 경영학부)
  • Received : 2021.03.16
  • Accepted : 2021.04.20
  • Published : 2021.04.30
Download PDF
⟨ Previous Next ⟩

Abstract

A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.

Keywords

Acknowledgement

본 연구는 2020년 한양대학교 교내연구비 지원으로 연구되었음(HY-2020-G).

References

  1. 김근배, "끌리는 컨셉 만들기", 중앙북스, 2018.
  2. 김용철, 이영종, "컨버전스 시장에서 고객기반의 영향력에 관한 연구", 정보통신정책연구원 연구보고 06-17, 2006.
  3. 박영택, "박영택 품질경영론", 한국표준협회미디어, 2014.
  4. 송영규, 이정우, 한창희, "Delphi를 활용한 융합 서비스 설계에 관한 연구", 한국IT서비스학회지, 제19권, 제3호, 2020, 1-15. https://doi.org/10.9716/kits.2020.19.3.001
  5. 송유미, "서비스 로봇의 사회적 인터랙션 발현 경향에 관한 연구", 한국기초조형학회, 제20권, 제6호, 2019, 241-254.
  6. 송해근, 박영택, "Kano 모델의 설문 워딩에 관한 연구", 품질경영학회지, 제40권, 제4호, 2012, 453-466. https://doi.org/10.7469/JKSQM.2012.40.4.453
  7. 신훈철, "Kano 모델을 활용한 스마트 오디오 컨셉기능의 고객만족에 관한 연구", 성균관대학교 박사학위 논문, 2017.
  8. 장흥엽, "Kano 모델에서 품질특성의 상대적 중요도 결정에 관한 연구", 성균관대학교 박사학위 논문, 2013.
  9. 장흥엽, 송해근, 박영택, "ASC를 이용한 품질특성의 중요도 결정", 품질경영학회지, 제40권, 제4호, 2012, 589-598. https://doi.org/10.7469/JKSQM.2012.40.4.589
  10. 진현정, 김병용, "우리밀 빵의 소비자 선호에 관한 분석", 소비자문제연구, 제40호, 2011, 205-222. https://doi.org/10.15723/JCPS..40.201110.205
  11. 한창희, "디지털 컨버전스와 비즈니스의 변화", 경영과 컴퓨터, 2005.
  12. Berger et al., "Kano's methods for understanding customer-defined quality", Center for Quality of Management Journal, Vol.2, No. 4, 1993, 3-36.
  13. Delmater, R. and M. Hancock, Data Mining Explained : A Manager's Guide to Customer-Centric Business Intelligence, Boston, MA : Digital Press, 2001.
  14. Garvin, D.A., "What does "product quality" really mean?", Sloan Management Review, Vol. 26, No.1, 1984, 25-43.
  15. Korn, O., G. Bieber, and C. Fron, "Perspectives on Social Robots : From the Historic Background to an Experts' View on Future Developments", In Proceedings of the 11th PErvasive Technologies Related to Assistive Environments Conference, 2018, 186-193.
  16. Lofgren, M. and L. Witell, "Two decades of using Kano's theory of attractive quality : a literature review", Quality Management Journal, Vol.15, No. 1, 2008, 59-75. https://doi.org/10.1080/10686967.2008.11918056
  17. Luor, T., H.-P. Lu, K.-M. Chien, and T.-C. Wu, "Contribution to quality research : A literature review of Kano's model from 1998 to 2012", Total Quality Management and Business Excellence, Vol.26, No.3-4, 2015, 234-247. https://doi.org/10.1080/14783363.2012.733264
  18. Sireli, Y., P. Kauffmann, and E. Ozan, "Integration of Kano's Model Into QFD for Multiple Product Design", IEEE Transactions on Engineering Management, Vol.54, No.2, 2007, 380-90. https://doi.org/10.1109/TEM.2007.893990
  19. Tontini, G., "Integrating the Kano Model and QFD for Designing New Products", TQM and Business Excellence, Vol.18, No.6, 2007, 599-612 https://doi.org/10.1080/14783360701349351