• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.965-981
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• 2016

Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in 'H' company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers' expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers' expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

• Journal of the Korea Safety Management & Science
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• v.26 no.2
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• pp.93-105
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• 2024

In this study, based on previous research on personal broadcasting, we indirectly measured content quality, YouTuber attributes, user satisfaction, and behavioral intention, which are latent variables that cannot be directly measured, as measurement variables, and then measured theoretically between the latent variables. In order to analyze the causal relationship, we used a structural equation model to determine to what extent the content quality of the YouTube mukbang channel and the YouTuber's attributes influence behavioral intentions such as purchase, recommendation, and continued use according to viewers' satisfaction with use. We intend to analyze and verify the relationship between related variables. The research results are as follows. First, the value, relevance, timeliness, completeness, and data quantity of content quality were found to have no significant impact on user satisfaction. Second, the trustworthiness, expertise, attractiveness, and intimacy of YouTuber attributes were found to have a significant impact on user satisfaction, but the similarity of YouTuber attributes did not have a significant impact on usage. Third, user satisfaction was found to have a significant impact on behavioral intentions and purchase intentions. However, user satisfaction was not found to have a direct significant impact on recommendation intentions or continued usage intentions.

• Journal of the Korea Safety Management & Science
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• v.19 no.1
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• pp.157-167
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• 2017

The two-way quality theory has been widely used as a method for classifying quality attributes for several decades. In particular, the Kano model that classifies attributes into not just conventional one-dimensional but must-be and attractive has gained popularity due to its applicability and ease of use. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear meanings. This study proposes a new two-way model to classify attributes using 5-point Likert scale alternatives. For this, the current paper investigated a case of TV sets to examine how the proposed model works in comparison with the Kano model. The application results of the proposed model are different from the original one. The two-way model classifies quality attributes in more detail such as the "one-dimensional with an attractive tendency" attribute, which has a greater influence on satisfaction than dissatisfaction, the opposite "one-dimensional with a must-be tendency" attribute, and "highly one-dimensional" and "less one-dimensional" attributes. In this study, a potential satisfaction coefficient (PSC), a potential dissatisfaction coefficient (PDC), and an average potential coefficient (APC) to manage quality attributes are proposed and discussed for their utilization.

• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.237-254
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• 2019

Purpose: The purpose of this study is to analyze correlation of perceived cosmetics brand apps attributes and use intentions, mediating role of customer satisfaction, and relationship between customer satisfaction and continuous usage intention. Then provide basic data for development management strategy of beauty industry and enhancement of competitiveness corresponding to smart era. Methods: The questionnaires were surveyed by an online company(EMBRAIN). After data collection, frequency analysis was performed on the general attributes of questionnaire survey using SPSS 22.0, and data conclusions were derived by verifying reliability and validity of data and hypotheses. Results: First, perceived cosmetic brand app attributes have a positive effect on customer satisfaction, Second, perceived cosmetic brand app attributes have a positive effect on continuous usage intention. Third, customer satisfaction was found to have a mediating role in the effect of perceived cosmetic brand app attributes on continuous usage intention. Fourth, involvement proved to control the relationship between perceived cosmetic brand app attributes perceived interactivity and customer satisfaction. Finally, Involvement has proven to control the relationship between cosmetic brand app attributes perceived interactivity and continuous usage intention. Conclusion: Consumers buying products from cosmetics brand apps will be more likely to use cosmetics brand apps if they feel comfortable with calculation process, search, booking confirmation and payment methods.

• Culinary science and hospitality research
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• v.23 no.6
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• pp.27-35
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• 2017

The purpose of this study was to examine the causal relationship among restaurant selection attributes and customer satisfaction and recommendation tastes for young people in their twenties who use tickets for Rail-ro. Data collection was conducted to utilize questionnaire survey with online and offline distribution. The collected data were analyzed using a statistical program SPSS 21.0 with frequency analysis, reliability analysis, factor analysis, and regression analysis. The results of the study showed that Internet search is the most common source of information about restaurants during the trip, and restaurant choice attributes have an important impact on customer satisfaction, food quality, employee service and reputation, but hygiene did not have a big effect on customer satisfaction. In addition, customer satisfaction has a significant effect on recommendation intention. Concluding the results from this study, it investigated the significant attributes for customers selection of restaurants and provide meaningful advice for market managers to make useful marketing strategies to attract more clients and augment economic benefits.

• Korean Management Science Review
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• v.27 no.3
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• pp.149-160
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• 2010

This paper focuses on frequent flyer programs (FFPs), which have long been used by most airlines as a powerful marketing tool. Since the preference for FFPs reward services and the customer perceived values of mileage points differ among FFPs members, airlines should design a customer-oriented reward service based on customer preference to motivate the use of mileage points. The intention for using mileage points is affected by various kinds of attributes such as reword items, consuming mileage points for rewards and time of usage. In this paper, we focus on evaluating customer perceived values of attributes of FFPs reward services. A conjoint analysis model is applied to get the preference value of each attribute. Some empirical experiments are conducted in relation to Korean customers. From the empirical survey, the preference values of attributes are evaluated for different scenarios with respect to the number of mileage points. With the preference values of attributes, we can find several implications for airlines regarding the development of various FFPs strategies.

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.305-312
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• 2011

Kano model has been widely used to identify and classify customer attributes of a product or a service. The first step of Kano model application is the derivation of customer attributes, and brainstorming has been used conventionally for the purpose. A typical advantage of brainstorming is to get many ideas in a relatively short period, but the practicability of the derived ideas are known to be not so good. The derivation of good and practical ideas is important for the successful use of Kano model. Wish list, bug list and forced connection method as well as brainstorming were applied to PMP(Portable Multimedia Player) in order to derive customer attributes. To compare the idea generation methods, the derived attributes are classified and compared using Kano model.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.203-218
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• 2004

The purpose of this study was to identify the selection attributes of family restaurants according to the consumers' use types with the main focus on the family restaurants in the Busan. Area Nine factors in total were generated in order to verify the hypotheses of this study through the factor analysis of the selection attributes of the family restaurants. The differences between the various selection factors for the family restaurants according to the decision-making, the preparation period, and the visiting frequency through the analysis of the diffcrence from the selection factors for the family restaurants according to the use types.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.93-112
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• 2005

The purpose of this study was to identify the selection attributes of family restaurants according to the consumers' use types with the main focus on the family restaurants in Busan Area. Nine factors in total were generated in order to verify the hypotheses of this study through the factor analysis of the selection attributes of the family restaurants. The differences between the various selection factors for the family restaurants according to the decision-making, the preparation period, and the visiting frequency through the analysis of the difference from the selection factors for the family restaurants according to the use types.

• International journal of advanced smart convergence
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• v.12 no.1
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• pp.173-183
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• 2023

Recently, local governments that provide mobile-based public delivery app services have been increasing a lot. The purpose of this study is to analyze whether the restaurant self-employed's public delivery app selection attributes and public institutions' perception of support, which are under economic pressure due to the high delivery fee burden of private delivery apps, affect the intention to use public delivery app services. In this study, the degree of perception of each factor was measured using the Likert 5-point scale, and it was verified through statistical analysis using SPSS. The effect of the selection attribute of public delivery apps and the perception of self-employed people in the restaurant industry on the intention to use the service was empirically analyzed, and the hypothesis was verified using regression analysis. As a result of this study, it was confirmed that convenience, economy, and public interest had a significant effect among the factors of public app selection attributes, and educational support had a significant effect on public institution support.