• 서비스연구
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• 제11권3호
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• pp.17-30
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• 2021

최근의 공유경제(Sharing Economy) 비즈니스 모델의 중요성이 부각되면서 경제활동은 단순한 상품 매매에서 벗어나 복잡한 경험체험으로 바뀌고 있고 공유숙박(Sharing Accommodation)의 모델 또한 새로운 숙박 선택모델로 자리 잡았다. 본 논문은 고객이 공유숙박서비스를 체험하는 과정에 느낀 문제점을 고찰하여 공유숙박서비스의 최적화 전략을 제시함으로써 기존의 단점을 개선하고 고객만족도를 제고하기 위한 목적으로 연구를 진행하였다. 본 연구는 Airbnb와 Tujia 두 개의 공유숙박모델을 대상으로 비교 연구를 진행하고 참고 문헌 수집과 정리를 통해 숙박 공유연구 배경을 심층 분석하였다. 고객여정도(Customer Journey Map), 페르소나(Persona), 서비스 블루프린트(Service Blueprint) 등 서비스디자인 연구방법을 활용하여 고객 수요를 파악하고 서비스의 문제점을 발견함으로써 서비스를 최적화하는 방안을 제시하고자 하였다. Kano 모델(Kano Model)과 잠재적 고객만족 개선지수(Potential Customer Satisfaction) 등의 연구방법으로 검증한 후 세 가지 서비스 최적화 방안을 확정하여 서비스 시나리오(Service Scenario) 모형을 통해 최적화한 성과를 도출하였다. 본 연구의 결과는 공유숙박의 사업자 식별, 서비스 요소 개선과 보다 높은 수준의 고객 체험 제공에 도움이 되며, 더 나아가 공유숙박 시장의 건전한 발전을 촉진할 것이라 확신한다.

• 품질경영학회지
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• 제38권2호
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• pp.248-260
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• 2010

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. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.291-309
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• 2010

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. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was developed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 한국융합학회논문지
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• 제11권3호
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• pp.9-18
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• 2020

최근 4차 산업혁명 이슈가 부상하게 됨에 따라, 정부와 산업계에서는 스마트공장에 대한 관심이 증가하고 있다. 이에 정부에서는 스마트공장에 대한 정책지원을 제공하여 국내 중소·중견기업의 스마트 제조역량 구축을 유도하고 있다. 그러나 이러한 정책적 지원의 효과성이나 기업들의 만족도에 대해서는 거의 알려진 것이 없다. 이에 본 연구에서는 Kano 모델과 고객만족개선지수를 활용하여 스마트공장 지원정책의 요소별 기업들의 만족도를 분석하고 정책지원의 우선순위를 도출하고자 하였다. 연구 결과 총 11개 품질요소 중 8개가 일원적 품질요소, 3개는 매력적 품질요소였다. 또한 자금지원의 우선순위가 가장 높았으며, 외부전문가 파견, 고도화준비 컨설팅, 유지보수 관련 컨설팅 등도 순위가 높았다. 이러한 결과는 기업들이 스마트공장의 도입이나 기초수준 구축 정도의 지원보다는 유지보수와 고도화에 대한 지원을 더 많이 요구하고 있음을 시사한다.

• 품질경영학회지
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• 제44권4호
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• pp.813-831
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• 2016

Purpose: The purpose of this study is to assess the service quality attributes of Korean airlines service for Chinese passengers and suggest revised model to count potential improvement. Methods: Using the Kano and Timko models based on survey questionnaire to classify the quality attributes and to calculate the customer satisfaction index for each service attributes. And the revised potential customers satisfaction index(R-PCSI) are used to access the improvement possibilities by Kano model's attributes. Results: The attributes by Kano model, the relative importance, and the priorities for improvement for 30 airline service quality characteristics are identified. The most important item for improvement is 'Loses and delays compensations service'. Conclusion: According to the PCSI calculation results, this paper can help for Korean Airlines to improve customer satisfaction for Chinese passengers. And R-PCSI model suggested by this paper can be used for other service quality analysis.

• 한국병원경영학회지
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• 제20권2호
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• pp.39-56
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• 2015

This study calculated the potential customer satisfaction improvement index (PCSI index) and average satisfaction coefficient (ASC) by categorizing quality attributes based on the Kano analysis for medical service quality. This study seeks to suggest ways to increase the efficiency of medical business management by determining priority to improve after applying the indexes to IPA. To achieve such purposes, this study conducted a survey on 150 outpatients of a premium general hospital and 200 workers in four different sections in the same hospital. As a result of the analysis, there was a difference in the awareness of service quality to improve patient satisfaction between the outpatients and workers. Therefore, the focus should be put on those items deemed important by the patients rather than those that the workers called attention to in order to effectively improve service quality. Along with efforts to alleviate or eliminate inconveniences experienced by patients, it is necessary to provide training programs for workers on customer reception and management such as delivering services with a kind manner and giving explanations in a proper and professional manner and exhibiting the right attitude.

• 산업경영시스템학회지
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• 제43권2호
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• pp.56-64
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• 2020

This paper is a follow up to the previous study which reveals that smartphone users are divided into three subcategories according to their usage characteristics. In this paper, these groups are called as 'general', 'entertainment', and 'work-assistant', taking into account their respective characteristics. The 'general' is a group whose smartphone usage characteristics are not focused on a specific purpose, the 'entertainment' is focused on music, internet, SNS, picture, and e-banking, and the 'work-assistant' is on work, GPS, diary. Inter-relation between the importance and satisfaction for the purchase determinants to the groups is investigated. In addition, Kano analysis of quality attributes is also performed, which includes quality type, satisfaction/dissatisfaction index, and PCSI (Potential Customer Satisfaction Improvement) index. The analysis result are as follows. Firstly, inter-relation between importance and satisfaction differs by user group. 'Internet', 'Ease of use', and 'Performance' purchase determinants are evaluated as competitive determinants in 'work-assistant' user group. Secondly Kano quality types of quality characteristics also differs by user group. 'Application' was classified as an attractive (A) types to 'entertainment' group and so on. 'Internet' 'Failure/Bug', 'Touch response rate' and 'Charging' are located in 'Nice' Region of S-PCSI Diagram and have to be considered as strategic quality characteristics. The results of this study is expected to give some helps in establishing a customer tailored quality strategy.

• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 서비스연구
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• 제7권4호
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• pp.39-50
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• 2017

본 연구의 목적은 서비스 제공자(개발자)와 서비스 수혜자(고객)집단 간에 느끼는 디자인 컨셉 가치에 대한 비교연구로서 양압기(CPAP)를 중심으로 진행된 IoT기반 U-헬스케어 및 사용자 환경기반 서비스모델을 제시하여 사례연구로 진행하였다. 더블다이아몬드(Double Diamond)연구방법을 활용하여 울산에 소재한 U병원 이비인후과와 공동으로 사례 연구를 진행하였으며, 수면 무호흡 수면 환자들을 대상으로 진단부터 구매 후 사용까지 다양한 의미 있는 경험을 발췌하고 고객 유형별 차이점을 분류 하였다. 최종적으로 제시한 13개의 서비스 시나리오 모델을 대상으로 고객은 카노(Kano)만족도와 잠재적 고객만족 개선 지수(PCSI)평가를 진행하였고 개발에 참여한 서비스제공자 집단을 대상으로 스코어모델(+-)평가와 컨셉포지션(Concept Position)평가를 진행하였다. 본 연구를 통하여 도출한 결과는 총 12가지 문항에서 7가지 문항은 수혜자와 공급자 사이에서의 가치적 견해의 일치가 나타났으며 이는 사용자 환경기반 서비스모델 속성 이었으며, 반대로 가치적 견해가 상의한 결과인 5가지 문항은 IoT기반 U-헬스케어 서비스 모델 속성에 포함 되어 있었다는 것을 알 수 있었다.