• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.6
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• pp.153-161
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• 2014

This study is to contribute to the policy decision of cosmetic industry through analyzing marketing mix factors which affects customers' buying intention. For this study, marketing mix factors that impact on cosmetic customers purchasing intention were collected and chi-square independence analysis of SPSS and qualitative analysis technology of Kano & Timko were used. Analysis reached one conclusion, which factors were maximizing customers satisfaction, shows the price discount policy and recommendation from family and colleague. Product's effectiveness, usefulness and skin compatibility were rated as an one-dimensional quality as those factors were linearly affected when customers needs were satisfied. However product's containers, package design, colors, brand reputation, low and middle price, distribution channel and advertising medias were investigated as an indifferent quality and they were rated as low satisfaction/dissatisfaction coefficient of Timko. Therefore they do not need to invest to those factors too much budget for attaining customers' buying intention.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.547-560
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• 2017

Purpose: This study investigates the effect of CRM activities of Korean equipment construction companies on the quality satisfaction perceived by consumers as an analysis method using Kano model. Methods: It use the Kano model to classify the quality characteristics of the CRM activities of equipment construction companies, focusing on consumer perception, and analyze the effect on the level of quality satisfaction perceived by consumers. Results: The results showed that most of quality attributes of CRM activities in the equipment companies were categorized as 'one-dimensional' quality. Conclusion: The CRM activities in equipment construction compaies is verified to be essential component of successful strategy to improve customer's satisfaction.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.4
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• pp.107-121
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• 2018

This study investigates the effects of the Kano model on the product quality and quality satisfaction on the FDM low cost 3D printer, which is used by consumer and makers. 3D printer product quality is analyzed in terms of functionality, usability, durability, reliability and safety based on the inherent quality of the product itself. This study were tested using Kano analysis to calculate the product detail characteristics and Timko coefficient to calculate the degree of satisfactory effects of the 3D printer. As a result, this study becomes product size, the output speed, durability against external impact as attractive quality and the safety part is regarded as One-dimensional quality. With the exception of surface resolution, the Timko customer satisfaction index was the same as the Kano model.

• Journal of Information Technology Services
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• v.20 no.2
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• pp.111-126
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• 2021

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.

• Journal of Service Research and Studies
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• v.6 no.2
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• pp.83-97
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• 2016

Smart car is a vehicle which maximizes convenience, safety, and user experience. The traditional vehicle style will be replaced by a smart car. The objective of this paper is to find essential quality attributes that consumers want. We provide a method to select a best smart car reflecting their preference based on the quality attributes. We derive Kano's quality attributes by an exploratory survey and show an example to implement their decision using the Analytic Hierarchy Process method. As a result, the quality attributes were classified into two groups of attractive quality and indifference quality. The respondents evaluated that the safety of smart cars was more important than the convenience and user experience. However, the smart car was required more functions related to the convenience criteria. These results will provide important implications for smart car design.

• 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 the Korea Safety Management & Science
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• v.19 no.2
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• pp.107-115
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• 2017

As the industrial society develops, the management of the production line becomes more and more important. There are also diversifying Management methods by industry. In addition, National Competency Standards (NCS) have also been developed. As a result, It has been created standards for each job and provide education and training standards for industrial production management tasks. Customer satisfaction is an ever-growing concern of management throughout the world. In addition, Colleges are focusing on vocational education. Because of the opening of the education market, They are competing in various ways. And, To survive in this competition. They are making great efforts to improve the lecture satisfaction. If education is regarded as an industry, it can be classified as a representative service industry. Because it is formed as a perfect competition between colleges. And then in this paper, This will focus on the mechanical production Manager duties of industrial engineering department related NCS. This study also conducted empirical studies to analyze factors affecting the curriculum using the KANO analysis.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.1
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• pp.70-77
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• 2013

The theory of two-dimensional quality, in particular, the Kano model that is developed by the analogy with the M-H theory, has been applied in various industry fields for more than three decades. Importance-Performance Analysis (IPA) assumes that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear, and therefore, it is applicable to the traditional one-dimensional attribute, not other quality types defined in the Kano's model such as attractive or must-be attribute. To solve this problem, the current study suggests a new importance-satisfaction analysis using a modified IPA in accordance with the three quality types and a diagonal method introduced by Slack (1999) to determine improvement priority. For this, I investigated 19 smartphone's quality attributes and conducted a survey of 334 university students for the results of Kano's model, which adopted from Song and Park (2012)'s study, and the importance/satisfaction of the quality attributes and the results of the priority for improvement of the 19 quality attributes. The results show that the proposed I-S priority model is better than the conventional IPA based on the comparison results of determination coefficient from the regression analysis of the two models.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.39 no.6
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• pp.923-932
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• 2019

VE is used as a powerful tool to add value to facilities by improving functionality and reducing costs. By identifying the client's requirements in the VE process and reflecting them in the quality model, the developed alternatives meet the client's requirements. However, there is no process to verify how the developed alternatives reflect the needs of the client through functional analysis, idea generation and evaluation. The purpose of this study was to develop, verify, and prove the effectiveness of a methodology for evaluating client satisfaction with alternatives developed during the VE Job Plan. The KANO model, which can identify the satisfaction and dissatisfaction of requirements in product planning, was set as a methodology for alternative verification procedures of VE, and was improved and applied to the purpose of this study. As a result, the alternative evaluation method developed in this study was found to be useful. It is expected that the KANO model will be used to evaluate the satisfaction of VE alternatives in the VE Job Plan analysis.

• Journal of the Korean Society of Costume
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• v.61 no.1
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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.