• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2009.10a
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• pp.667-670
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• 2009

The users' needs are expanded because of developing of educational robot market. However, the technology development doesn't fully adopt customer needs. In general, the most products are followed not user needs but technology trajectory. In this paper, we try to define the educational robot functions from analyzing usage propensity and customer needs with Kano model. According to results, there are key functions based on customer needs such as remote student control, Internet search, educational contents search and study planner. If the four key functions are offered, user's positive attitude to robot will be increased.

• Korea Journal of Hospital Management
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• v.19 no.2
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• pp.73-88
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• 2014

Objective: This research investigates how to increase the quality of medical service and supply high quality of medical service to patients. By using Kano Model theory we examines what medical service attributes the hospital would be conducted preferentially for patient's satisfaction and provides informations of management strategies for hospitals. Method: To study patients' perception of medical service quality, first we performed pilot test to derive 30 medical service attributes. With 30 medical service attributes, we conducted survey of 300 subjects who have experienced medical services in 6 months. To examine patients' conception of medical services, a modified Kano's questionnaire using 5 scale is applied. Finally we calculated SI(Satisfaction index) and DI(Dissatisfaction index) and PCSI(Potential Customer Satisfaction Improvement) index with Kano's Model analysis results. Key Findings: We found that the quality of medical service categorized in 15 one-dimensional elements, 9 must-be elements and 6 indifferent elements. Moreover the attribute of gives prompt services and have patient's best interest at heart scored the highest SI, whereas the attributes of accurate and precise medical service, exact records, enough explanation and polite attitudes are the highest score of DI. And also good explanation of the bill scored the highest PCSI. In this study findings indicate that while medical service providers try to increase patients' satisfaction by improving hospital's environments, patients' perception of trust and good interpersonal relationships with medical service providers have strong and positive impact on patients' satisfaction.

• Journal of Korean Society for Quality Management
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• v.30 no.1
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• pp.1-21
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• 2002

The purpose of this study was to empirically examine the customer oriented quality creation by considering quality elements required by customers in the product design process. The study tried to extract attractive quality elements by using Kano's model. After identifying the elements HOQ(the house of quality) of QFD(quality function deployment) was used to identify the trend of quality elements evaluation. Test for equal means (t-test) was applied to verify the attractive quality elements of adult shoes. It made us find the customer oriented quality elements from the customer needs and latent dissatisfaction. We collected the opinions of experts on shoes and complete the cause and effect diagram and affinity diagram (KJ method). The data of the questionnaire was put to the QFD and the contents of quality elements was identified by brain storming method. We calculated indexes which were the multiplication of weight and marks of quality elements in the cross table of the HOQ by QFD. Then we tested for the equality of means between the indexes and the sum of attractive quality elements. The results for equal means were statistically significant. To create the customer quality the product design should be differentiated between the age groups over attractive quality elements.

• 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 Korean Society of Food Culture
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• v.34 no.3
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• pp.308-315
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• 2019

This study examined the service quality attributes of the CVS (Convenient Store) packed meal products by applying the Kano model. The main survey was conducted by a research company using an online survey in the form of a self-administered questionnaire. The 499 samples were limited to customers who had experienced CVS packed meal products within the last months. A total of 14 service quality attributes of the CVS premium packed meal products were categorized as four attractive qualities, one must-be quality, three one-dimensional qualities and six indifferent qualities. According to the Better and Worse quotient designed by Timko, 'coupon and sales promotion event', 'healthy menu configuration', and 'balanced nutrition' had higher levels of the Better coefficient. On the other hand, 'hygiene and cleanliness', 'the delicious food', and 'fresh ingredients' showed a higher Worse coefficient. The results also suggest that each service quality attribute is not a single dimension but a complex attribute. As a result, this research suggests that marketing practitioners should immediately identify consumer's changing perception of quality to attract new customers and prevent existing customers from leaving in the CVS premium packed meal products segment.

• Journal of Engineering Education Research
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• v.21 no.3
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• pp.31-37
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• 2018

The purpose of this study is to develop a method to improve the quality of engineering education by using Kano's dualistic quality model and Timko's customer satisfaction coefficient. The results of the study are as follows. Firstly, the top priority for major education is improve 'smooth support of class medium' as an attractive and one-dimensional quality element, and 'use of various examples' and 'specialty improvement of major curriculum' as an one-dimensional quality element. Secondly, the top priority for general education is improve 'liberal education curriculum' as an attractive quality element 'use of various examples' as an one-dimensional quality element. Thirdly, the top priority for extra-curriculum is develop and provide 'study support program of student' and 'voluntary service'. Fourthly, the top priority for administrative service and facilities is improve 'increase of scholarship' and expand 'service of welfare facilities as dormitory and refectory' as an one-dimensional quality element.

• The Journal of the Korea Contents Association
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• v.14 no.1
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• pp.364-373
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• 2014

The relationship between a service provided via the information system and user satisfaction has been thought of as an important factor for the development of a new service for the information system. In this study, the twelve new key services that are applicable to national R&D report system were derived by web environment changes in step with IT technology developments in order to support the new service for the user. The twelve new key services are as follows; semantic search service for national R&D report, associated report service, RSS service, mesh-up service, topic-map service, open API service, personalized service, collective intelligence service, SNS service, unstructured data service, detailed search service, mailing service. To assess the quality attribute of the twelve new key services in the national R&D report system, a survey was performed. In conclusion, a stepwise service plan for the national R&D report system was proposed which would use the satisfaction coefficient and the results of the service classification. The following step-by-step service should be developed by in this way. The unstructured data service, personalized service, associated report service, topic-map service, open API service, and the collective intelligence service are needed to develop the first step and RSS service, mesh-up service, semantic search service for the national R&D report, mailing service, detailed search service, and SNS service are needed to develop the second step.

• Management & Information Systems Review
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• v.35 no.3
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• pp.249-272
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• 2016

This study based on dual aspects of service quality aims at classifying service quality attributes by Kano model and also providing the necessity to decide which service quality would be carried out preferentially in the service industries(hotel service, repair service, education service, medical service). The first purpose of this study, therefore, is assorting the service quality by the Kano model about four service industries based on Schmenner's service process matrix. Secondly, this has an intention of drawing preferred considerations and putting forward measures to increase the customer satisfaction by Timko and PCSI Index. The result of this study is as follows. First of all, it was found that tangible attributes classified the attractive quality and Timko's score also was very high in four service industry. That is to say that tangible attributes in service industries could be interpreted into having very high importance at standards on service quality estimation of customer. Second, all but repair service of the service industries suggested empathy dimension to have flexibility solving and understanding the customer's problem could be improve the customer satisfaction. Finally, the common result between them was empathy dimension classified attractive quality in all industries. That is because present satisfaction was not reached customer expectation so there would be a improvement of empathy dimension preferentially.

• Proceedings of the Korean Institute of Landscape Architecture Conference
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• 2023.04a
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• pp.135-136
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• 2023

• 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.