• 품질경영학회지
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• 제41권2호
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• pp.209-220
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• 2013

Purpose: This paper compares and discusses the influence on the quality classification of Kano's questionnaire which is used for the Kano model(Kano et al., 1984), the 3-point Likert-scale newly proposed by Kano and the 5-point Likert-scale presented in this study. Methods: For the comparison, the current study conducts a survey of 631 television viewers. The classification results of the three methods are then compared with those of direct classification which is adopted as a standard for classification of quality attributes. Results: The agreement rates between the results using conventional Kano's questionnaire and the results using direct classification is higher than the results using 3-point and 5-point Likert-scales. In addition, the attributes grouped as must-be or attractive in the direct classification appear to be classified as one-dimensional attributes in the Likert-scales. Conclusion: In comparison with the convensional Kano's questionnaire, the Likert-scale questions highly tend to classify the quatity attributes as one-dimensional. Although the classification results of the 3-point and 5-point Likert-scales are the same, the 5-point Likert-scale has the advantage to classify quality attributes in more detail.

• 복식
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• 제61권1호
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• pp.34-46
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• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• 품질경영학회지
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• 제40권4호
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• pp.453-466
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• 2012

Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings, we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand, and thus it results in more consistent with the direct classification.

• 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.

• 대한산업공학회지
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• 제32권2호
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• pp.153-162
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• 2006

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. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

• 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.

• 대한안전경영과학회지
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• 제14권2호
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• pp.205-212
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• 2012

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 requirements. 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, we analyzes the factors that influence College Student's Satisfaction of teaching using Kano Model, Timko's CS-Coefficient.

• 대한안전경영과학회지
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• 제8권5호
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• pp.57-70
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• 2006

Kano model offers an effective way to understand customer requirements strategically Thus, the integration of Kano model and QFD can reflect customer requirements more effectively in designing new product. Most of previous studies on the integration have been focused customer attributes, but engineering characteristics are used at the final stage of new product design. It is proposed that how to classify engineering characteristics into Kano's elements and how to use the classified results in new product development process in this thesis. A case example is included to explain the proposed method.

• 산업융합연구
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• 제18권2호
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• pp.95-100
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• 2020

소비자를 파악하기 위해 활용되고 있는 사용자 중심 데이터 중 사용자 리뷰 데이터는 다량으로 상세하게 소비자의 의견을 파악할 수 있다는 장점으로 인해 주목받고 있으며 많은 소비자들이 사용자 리뷰에 의존하고 신뢰하고 있다. 많은 어플리케이션 개발사들은 중요성을 인지하고 사용자 리뷰를 관찰 및 대응하고 있지만 체계적인 방법의 부재로 고객의 만족과 관계없이 시간과 비용을 투자하고 있다. 따라서, 본 논문에서는 주어진 시간과 비용에서 고객의 만족을 최대화 시킬 수 있도록 고객 만족과 서비스 품질을 다루는 카노 모델을 이용하여 어플리케이션 마켓에서 사용자 리뷰들을 선별하는 체계적인 방법을 제안하였다. 본 방법은 어플리케이션 마켓에서 사용자 리뷰들을 수집하고 요구사항을 도출하는 사용자 리뷰 수집 및 요구사항 도출 단계, 도출된 요구사항에 카노 모델을 적용하고 품질 유형으로 선별하는 카노 모델 적용 및 선별 단계, 그리고 관련자들이 모여 내부적인 측면에서 요구사항 검토 및 재정의하는 이해관계자들과 검토 및 재정의 단계로 구성되었다.

• 벤처창업연구
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• 제9권6호
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• pp.153-161
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• 2014

본 연구는 Kano 모델을 이용하여 화장품 구매에 영향을 미치는 마케팅 믹스 요인을 분석하기 위해, 선행적 연구를 바탕으로 마케팅 믹스 요인 분류에 따라 긍정적 질문과 부정적 질문을 동시에 설문하여 매력적 품질, 일원적 품질, 당연적 품질을 규명하고자 하였다. Timko's Analysis 고객 만족과 불만족 계수를 이용한 화장품 구매에 영향을 미치는 마케팅 믹스 요인을 분석한 결과 촉진전략 중 가격할인 정책과 가족/ 주변인의 추천 전략이 매력적 품질로 나타났다. 제품 전략의 효능과 효과, 사용감, 피부적합성은 일원적 품질로 나와 고객의 요구를 충족시키면 선형적으로 그 만족도가 증가하는 것으로 파악되었다. 반면에 제품 측면의 용기, 포장 디자인, 색상, 브랜드 인지도와, 가격 측면의 낮은 가격, 중간가격 수준과 유통 측면의 구매경로, 촉진 측면의 매체 광고 에 대해서는 무관심 품질로 나타나서 이들 요인에 대하여는 과도한 예산을 집행하는 것은 투입대비 효과가 높지 않을 것으로 판단해 볼 수 있다.