• Journal of Korea Port Economic Association
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• v.33 no.4
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• pp.37-58
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• 2017

The implicit assumption of port selection studies based on survey and respondents' perceptions is that the preference of the port selection attributes is proportional to the selection behavior. Further, the straight lines of the port selection attributes could also have non-linear properties. This study confirms nonlinear characteristics of selection attributes by using Kano model. The findings of this study showed that several properties of carriers were evaluated as nonlinear characteristics, such as the intermodal links and network accessibility, and size of port and terminal. Hence, port service providers such as port authorities and terminal operating companiesl, should construct a port operation strategy that reflects the non-linear port selection characteristics of shipping companies. Since this study aimed at exploring the forms of port selection characteristics, long-term additional verification studies on ports and stakeholders at domestics and abroad were needed. The Kano model and importance-selection analysis method used for analysis and strategy establishment also need to be improved to capture evident characteristics and to present strategic guidelines.

• Journal of Industrial Convergence
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• v.15 no.2
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• pp.27-36
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• 2017

In this study, we analyzed service quality factors of O2O delivery app based on Kano model and survey, and classified service quality into several dimensions. As a result of the analysis, the one dimensional quality factors were accurate information transmission, variety of restaurants, diversity of payment methods, diversity of menu selection, discomfort resolution, kindness of service, taste and quality of food, hygiene and cleanliness, Attractive quality factors such as updated information, reliable reviews, various ordering methods, fast delivery, brand image, discount point payment and accumulation. Although the must-be quality factor did not appear, it turned out that the discomfort resolution was close to the must-be quality factor. The indifferent quality factors were informational services, events and promotions. The O2O delivery app market is continuing to grow and competition is getting more and more intense. The results of this study will help O2O delivery app vendors to establish strategies to focus on certain quality of service factors.

• Journal of the Korea Safety Management & Science
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• v.15 no.2
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• pp.217-221
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• 2013

I suggest a new method to determine the importance values of quality attributes which use the satisfaction index and dissatisfaction index of customer in Kano's model. A case study of TV set are solved by the proposed method and the result is compared with AHP pairwise comparisons and ASC(Average Satisfaction Coefficient). The results of the proposed method is similar with those of AHP pairwise comparisons and ASC. The proposed method is an effective tool to determine the importance values of quality attributes to supplement existing research's shortcomings.

• Journal of Korea Port Economic Association
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• v.29 no.1
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• pp.1-22
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• 2013

Logistics service is one of the most frequently addressed competitive edges exercised by container terminals that face fierce competition. Many of researches have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Each quality attribute has different implications for customer satisfaction. Timko (1993) has developed customer satisfaction (CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a service quality may influence customer satisfaction. This study attempted to identify the satisfying/dissatisfying quality factors using Kano model and CS coefficient. In so doing, several satisfying and dissatisfying quality attributes in logistics service quality were identified.

• Journal of Korea Technology Innovation Society
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• v.20 no.2
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• pp.406-429
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• 2017

Most of the GRI's that are organized and operate a regional. However, the limitations of the building that faces its own innovation system of the area, difficulties in management of the individual institution and community organizations operating in various industries such as inadequate to meet demand. This study examined the quality attributes of the GRI's regional organization's operations and policy improvements on the GRI's key features and regional organizations in the region to suggest future operating efficiency in the consumer's point of view based on the Kano Model and Timko Model. The results showed the different properties depending on the quality of corporate premises, and whether or not its own R&D organization. These results could be used as a basis for future policy design in accordance with GRI's regional organization establishment, operation and evaluation.

• Journal of Korean Society for Quality Management
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• v.43 no.3
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• pp.397-408
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• 2015

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.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.883-895
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• 2016

Purpose: The demand for ordinary mail services supplied by 'Korea POST' is decreasing due to the opening of mail service market and the growth of alternative communication media such as e-mail and SNS. To overcome this situation it is urgent to introduce new services that can be able to appeal customers and to improve existing services. Methods: A field survey is conducted to corporate customers who send ordinary mails and individual customers who receive these mails, respectively. Quality attributes of ordinary mail services are classified by two-dimensional perspectives in terms of Kano model. Decision tree model is utilized for classifying the quality attributes. Comparative analyses are done whether there are perceived differences on each quality attributes between corporate customers and individual customers. Results: Quality attributes such as 'discount postal charges', 'sending small packages by simply dropping it into a mail box', 'sending a mail of any appearance', 'delivering a mail anywhere', and 'receiving a mail at a preferred time where a customer is located ' are classified differently according to some market segments, while most of the quality attributes are classified as attractive or one-dimensional. Conclusion: Decision tree model has been found to be most effective to classify quality attributes for each market segment especially when trying to classify quality attributes belonging to 'gray areas'. Based on the perceived differences on quality attributes among customers, strategic implications are suggested to obtain potential customers and to have competitive advantages.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.38-51
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• 2007

The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.

• Proceedings of the Korea Information Processing Society Conference
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• 2005.05a
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• pp.381-384
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• 2005

소프트웨어 개발에서 요구사항 분석에 대한 관리는 품질과 생산성에 중요한 역할을 한다. 기존 연구는 요구사항 분석단계에서 기능 중심으로 문제분석을 시도하고, 시험 및 구현단계에서 품질문제를 고려하고 있다. 본 논문에서는 요구사항을 추출하고 분석하는 단계에서 품질속성을 고려하는 요구분석 모델을 제안한다. 품질평가모형인 ISO/IEC 9126 품질속성으로 분석된 요구사항을 개발시스템의 이해와 사용자의 요구사항에 대한 만족도를 높일 수 있도록 카노(Kano)의 이원적 품질이론을 통해서 재분류함으로써 새로운 요구분석 방법을 제안한다.

• 한국정보교육학회:학술대회논문집
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• 2011.01a
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• pp.211-217
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• 2011

Recent IT (information technology) environmental changes, such as emerging social network services or increasing user participation in multimedia environment, have made it necessary for e-learning systems to undergo changes in various ways. Metadata is an agreement for interoperability between different systems. The standardization of metadata for e-learning system has been driven by some domestic and international organizations, but applying diverse environmental changes into the design of e-learning metadata is in dire need. In this paper, we present a methodology for the analysis and design of modeling e-learning metadata and elicit the design requirements, on the basis of the metadata standard KEM 3.0, about the elements that are expected to be needed in future e-learning systems. Based on the requirements from the analysis, we present the three-layer model for classifying the requirements by the importance of metadata elements per Kana Model. An intelligent e-learning system is to be developed based on the proposed modeling design, which we hope to influence the development of an international standard in the future.