• 한국콘텐츠학회논문지
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• 제16권5호
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• pp.35-45
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• 2016

본 연구는 현재 사용 중인 모바일 동영상 서비스의 사용자 만족 향상을 위한 기초자료를 제공하고자 속성별 만족도를 조사하고 성별 및 연령에 따라 속성별 만족도와 전반적 만족도와의 관련성을 분석하여 모바일 동영상 서비스 만족도에 영향을 미치는 요인을 분석하는 것을 목적으로 하고 있다. 이를 위해 DMB와 모바일 동영상 서비스를 동시에 사용하는 362명의 사용자를 대상으로 모바일 동영상 서비스의 전반적 만족도에 영향을 미치는 요인들을 분석하였다. 또한 속성별 만족도와 전반적 만족도간 관계에 지상파콘텐츠 제공여부가 조절효과를 하는지를 분석하였다. 분석방법으로 빈도분석, 교차분석, t-test/F-test, 다중회귀분석, 조절회귀분석을 실시하였다. 연구결과 모바일 동영상 서비스 전반적 만족도에 영향을 미치는 요인으로는 콘텐츠 다양성, 화질, 재생품질, 이용편리성, 데이터 소모량 등 이었으며 성별, 연령별로 속성별 요인과 영향력에 있어서 차이가 있었다. 또한 지상파 콘텐츠 제공여부는 전반적 만족도에 영향을 미치는 결정변수 및 조절변수로 작용하지 않는 것으로 나타났다. 그러므로 만족도를 향상시키기 위해서는 반드시 지상파 콘텐츠를 제공하기 보다는 다양한 콘텐츠 제공과 UI/UX 개선 등 이용편리성을 개선해주는 것이 바람직한 방법임을 확인하였다. 이러한 결과를 바탕으로 시사점과 한계점을 제시하였다.

• 대한영양사협회학술지
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• 제11권4호
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• pp.405-417
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• 2005

The purpose of this study was to evaluate students' satisfaction with foodservice of middle school by region in Gangwon province. Students’ satisfaction concerning foodservice quality characteristics was surveyed by using importance performance analysis(IPA) technique in middle school foodsevice operations. Middle school students from four cities(Gangnung, Sokcho, Wonju, Chuncheon) were surveyed by self-developed questionnaire. Total of 1,025 questionnaires(female 521 and male 504 respectively) were analyzed using SAS program. The results of this study are summarized as follows: 1.The performance level of foodservice quality attributes was significantly different according to region. 2.The attribute of the highest performance level was taste of food. The attributes of the lower performance level were waiting time of meal service and treatment about complaints. The attributes of the higher importance level were hygiene of food and dining room and hygiene of spoon and cup and drinking water table. 3.Satisfied quality attributes identified were taste of food and variety of menu. Dissatisfied quality attribute identified was treatment about complaints. 4.The satisfaction of middle school lunch service was lower than their elementary school period. 5.The satisfied quality attributes of middle school foodservice were portion size, facility of dining room, hygiene of food, variety of menu compared with their elementary school period.

• 대한안전경영과학회지
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• 제20권1호
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• pp.41-55
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• 2018

For several decades, attribute classification methods using the asymmetrical relationship between an attribute performance and the satisfaction of that attribute have been explored by numerous researchers. In particular, the Kano model, which classifies quality attributes into 5 elements using simple questionnaire and two-dimensional evaluation table, has gained popularity: Attractive, One-dimensional, Must-be, Indifferent, and Reverse quality. As Kano's model is well accepted, many literatures have introduced categorization methods using the Kano's evaluation table at attribute level. However, they applied different terminologies and classification criteria and this causes confusion and misunderstanding. Therefore, a criterion for quality classification at attribute level is necessary. This study is aimed to suggest a new attribute classification method that sub-categorizes quality attributes using 5-point ordinal point and Kano's two-dimensional evaluation table through an extensive literature review. For this, the current study examines the intrinsic and extrinsic problems of the well-recognized Kano model that have been used for measuring customer satisfaction of products and services. For empirical study, the author conducted a comparative study between the results of Kano's model and the proposed method for an e-learning case (33 attributes). Results show that the proposed method is better in terms of ease of use and understanding of kano's results and this result will contribute to the further development of the attractive quality theory that enables to understand both the customers explicit and implicit needs.

• 한국병원경영학회지
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• 제18권1호
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• 한국식생활문화학회지
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• 제23권5호
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• pp.605-615
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• 2008

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

• 한국산학기술학회논문지
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• 제14권4호
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• pp.1595-1603
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• 2013

본 논문은 한국창작 뮤지컬의 활성화를 위해 한국 창작 뮤지컬의 관람동기에 관한 중요도 연구이다. 중요도 분석(IPA, Importance Performance Analysis)는 다 속성 모델의 각 속성의 상대적인 중요도와 성취도를 동시에 비교 분석하는 평가기법이다. 이 분석은 고객들이 중시하는 요소와 이들 요소에 대한 고객의 만족도를 매트릭스 상의 좌표로 표시하여 식별하는 방법으로 고객만족은 특성 속성에 대한 고객의 기대수준과 그러한 속성에 대한 실행도에 의해 결정된다. 이 분석법을 통해 본 연구는 한국 창작뮤지컬 관람동기 속성의 중요도와 만족도를 알아보았다.

• International Journal of Quality Innovation
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• 제3권2호
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• pp.183-198
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• 2002

The purpose of this research is mainly to make an analysis and comparison of the purchasing behaviors of consumers in Mainland China and Taiwan. We precede this research with a questionnaire survey. In Mainland China, we targeted consumers of 10 department stores of the Parkson Plaza Co., Ltd. that are located in 10 different cities. In Taiwan, we selected 3 department stores of the Far Eastern Department Stores in 3 cities. The results of this analysis indicate the importance of quality attributes to the consumers for both Mainland China and Taiwan, albeit with some differentiations. The consumers in China are more focused on the merchandise for example as well as imitation, quality and price. Contrarily, the consumers in Taiwan are more attentive to service quality and parking Issues. On the level of evaluation of satisfaction, the differences are not so obvious for both sides. For example, the quality attributes of “No imitation products” and “Friendly servers” are ranked as the most satisfactory items for both sides. Generally speaking, the service quality of Taiwan's department stores is very outstanding. There are also some differences in the areas of lesser satisfaction between consumers of China and Taiwan. The consumers in China identified the quality attribute “the designs of merchandising, display and the usage of each floor” as the most dissatisfactory item, while the performance on this quality attribute is well accepted by the consumers of Taiwan's department stores. Another contradiction is that Taiwan's consumers are more concerned about “Parking”; this quality attribute obtained much less attention from the consumers in Mainland China. From the analysis of determinants that will have impacts on the willingness of customers to buy again, we found that the viewpoints of consumers from both sides are quite similar. The two main factors are “quality of merchandise” and “service quality”. However, the consumers in Mainland China care more about “the price of merchandise”; this is less important to the consumers in Taiwan. We may conclude from the importance and satisfaction level of the quality attributes and determinants for return customers that differences are caused mainly by the different management of the department stores and the different living circumstances of people across the straights.

• 한국BIM학회 논문집
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• 제11권1호
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• pp.39-46
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• 2021

Urban residents in crowded complexes are making increasing civil complaints about noise and demanding pleasant and comfortable residential environments. Because noise is one of the most important factors related to urban residents' dissatisfaction with their living environments, the present study investigates the direct and indirect effects of noise-related outdoor environmental factors on residential level satisfaction, using noise level data from 29 noise-measuring stations in Seoul. From 62 multi-family apartment complexes near these stations, the authors collected GIS-based environmental attribute data, as well as survey data including the residents' personal characteristics and indicators designed to measure latent psychological characteristics: noise sensitivity and residential noise level satisfaction. This study then utilized structural equation models to analyze the direct variables influencing the latent variables of noise sensitivity and residential noise level satisfaction, as well as the complex relationships among all variables. The result showed that residents who are exposed to less noise, possibly due to living in apartments facing relatively quiet roads, protected by soundproof walls, or surrounded by densely planted trees, tend to be less noise sensitive, which makes them more satisfied with the ambient noise level. Therefore, critical outdoor environmental variables can be used to reduce noise sensitivity and improve residential noise level satisfaction.

• 한국조리학회지
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• 제23권1호
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• pp.58-65
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• 2017

This study performed to test the effect of food neophobia on the formulated model on the relationships among perceived service attributes(food, employee, and physical attributes), brand trust, satisfaction and behavioral intention as perceived by franchise snack bar consumers. Total 299 respondents were used for statistical analysis and SPSS 21.0 and AMOS 21.0 program were employed. The findings of current study verified that food attribute among perceived service attributes has positively influence on brand trust and satisfaction, and the employee attribute has only effect on the brand trust. Additionally, the brand trust was critical predictor of satisfaction, but it was not significant antecedent of behavioral intention in context of franchise snack bar restaurant. Furthermore, this study found the moderating effect according to level of food neophobia on the designed hypothesizes, so it has been identified the importance of people's propensity about food neophobia can significantly effect on brand trust and satisfaction in franchise snack bar restaurant. These findings will contribute to provide meaningful suggestion to develop marketing strategic in franchise snack bar business as well as provide the theoretical evidence in the new segmentation.

• 산업경영시스템학회지
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• 제37권3호
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• pp.75-81
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• 2014

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko's customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.