• Proceedings of the Korean Society of Computer Information Conference
• /
• 2021.07a
• /
• pp.431-432
• /
• 2021

유네스코 창의 도시 네트워크는 문화예술 분야에서 국제 수준의 경험이나 지식, 전문기술을 가진 창의도시 간 네트워크를 의미한다. 우리나라 7개 분야에서 총 8개의 창의도시가 존재하며, 대구의 경우에는 음악 창의도시로 선정되었다. 본 연구는 음악 창의도시 대구 관련 전문가들을 대상으로 PCSI 모델을 기반으로 한만족도 설문조사를 실시하였다. PCSI 2.0 모델을 기반으로 서비스 내용 품질, 서비스 전달 품질, 서비스 환경 품질, 사회적 책임, 불일치, 성과 그리고 만족도라는 변수를 설정하였다. 따라서 본 연구는 세 가지 품질과 사회적 책임 및 불일치가 만족도에 영향을 미치고 만족도는 성과에 영향을 미친다는 것을 검증하고자 하였다. 대구가 창의도시로서 역할 정립을 새롭게 하고 발전방안을 수립할 수 있는 기틀을 마련하고자 한다.

• Proceedings of the KAIS Fall Conference
• /
• 2010.05a
• /
• pp.89-91
• /
• 2010

본 논문에서는 학습에 임하는 학생과 교수자의 성향을 좀더 객관성 있게 검출, 면학 효과를 증진시키고자, 학습자와 교수자 상호 소통에 필요한 PCSI(Personal Coaching Styles Inventory)검사 모델을, 러프-퍼지 추론 기반에 의하여 평가하는 방법을 제안한다.

• The Journal of the Korea Contents Association
• /
• v.20 no.6
• /
• pp.342-353
• /
• 2020

The purpose of this study is to identify priority factors for improving service quality of cosmetic stores in drug stores(DRS) and department stores(DES) and to provide basic data for improving service quality of cosmetic stores by analyzing the service quality based on the Kano model and the Potential Customer Satisfaction Improvement (PCSI) Index. As a result, most items of quality factors of cosmetic stores in both stores were evaluated as attractive quality factors. As a result of PCSI Index comparison, the quality factors of 'Reliability', 'Responsiveness', and 'Empathy' items for DRS and 'Empathy' and 'Reliability' items for DES had higher priority for improvement. That is, if these factors are improved, there is a high potential to improve customer satisfaction. Through this study, practical implications were provided by identifying service quality factor classification and priorities for customer satisfaction improvement of DRS and DES. This is expected to contribute to the guidelines for improving customer satisfaction in the future.

• The Journal of the Korea Contents Association
• /
• v.18 no.12
• /
• pp.25-34
• /
• 2018

With the higher competition of university environment, universities has been adapted Customer Satisfaction Index (CSI). However, the problem of CSI focuses on score and ranking announcement. In public sectors, PCSI model is used because of increasing its strategic utilization by providing diagnosis of the phenomenon and direction for future improvement through causal model analysis. The purpose of this research is to develop a measurements of university satisfaction using PCSI. This research demonstrates validity and reliability of PCSI using test-retest method using multi-group confirmatory factor analysis. The results of this research indicate that the reliability and validity of the PCSI model is verified. Service product quality, service delivery quality, environment quality and social quality have positive effects on customer satisfaction. In turn, customer satisfaction have positve effects on university performance and social performance. In conclusion, service quality, PCSI, and service performance are clarified to be appropriate components of the satisfaction survey. These results can be used to measure the satisfaction level of education at actual universities. It is expected that practical basic data can be obtained to improve the quality of university education.

• Journal of Korean Institute of Industrial Engineers
• /
• v.32 no.2
• /
• pp.153-162
• /
• 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.

• The Journal of Industrial Distribution & Business
• /
• v.10 no.7
• /
• pp.71-82
• /
• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• Journal of Korean Society for Quality Management
• /
• v.46 no.3
• /
• pp.397-410
• /
• 2018

Purpose: A main aims to classify quality attributes for quality assurance activities of military supplies by company size, and to derive the necessity for business improvement by company size to improve customer satisfaction through customer satisfaction coeffiecient and PCSI Index. Methods: Through a survey of defense and general businesses located in Busan and South Gyeongsang Province, the quality of service elements are classified and the client satisfaction factor and PCSI is calculated for the quality assurance activities. Results: Determine the current level of customer satisfaction with the quality of the Defence quality assurance service and present operational factors that need improvement by size of the company. Conclusion: The attractive quality of service factors for quality assurance work were in common and different and the need for improvement was identified based on differences in PCSI Index by Company size.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2010.04a
• /
• pp.291-309
• /
• 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.

• Journal of Korean Society for Quality Management
• /
• v.38 no.2
• /
• pp.248-260
• /
• 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.

• Journal of the Korean Society of Costume
• /
• v.61 no.1
• /
• pp.34-46
• /
• 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.