• 한국산업융합학회 논문집
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• 제27권4_1호
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• pp.769-780
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• 2024

For an organization to survive and prosper, it is essential to continuously develop innovative products by proactively anticipating consumers' implicit requirements. The Kano model has become more useful since Sireli et al. (2007) and Tontini (2007) introduced a simple equation for determining the importance of characteristics by using the concept of Kano's Potential Customer Satisfaction Coefficient (PCSC). However, although several studies have utilized the PCSC concept to determine the importance of characteristics, it is surprising that the two equations have been accepted without any validation process. This study aims to propose a modified equation using PCSC and to conduct a validity test of the proposed equation, demonstrating its superiority over the previously suggested two equations, The author analysed 26 Kano related articles (27 cases), and the correlation coefficients were compared with those obtained from direct rating importance, which served as a comparative criterion. The results indicate that the proposed equation is valid for assessing characteristic importance and demonstrates significantly higher correlation coefficients with the direct method than those suggested by Tontini (2007) and Siireli et al. (2007). The proposed method offers advantages in terms of accuracy and survey duration over traditional methods that directly ask for relative importance (e.g., AHP by Saaty (1980)). Furthermore, the integration of the Kano model with IPA or QFD could enhance the accuracy and efficiency of research in determining the importance of characteristics.

• 한국산업융합학회 논문집
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• 제25권1호
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• pp.37-45
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• 2022

It is well known that the Kano model measures customer satisfaction and classifies quality attributes into must-be, attractive as well as one-dimensional. The main purpose of this study is to investigate the dynamics of e-learning quality attributes by applying the proposed method using Kano's satisfaction index in the rapidly changing online learning environment. For this, the current study examined 27 e-learning quality attributes and conducted a comparative study using Kano's results obtained in 2013 and 2020. The result shows that the dynamics of quality attributes suggested by Kano(2001) is confirmed in the case of e-learning. The proposed approach shows better results in terms of Kano's direct classification method, and has potential application areas such as IPA(Importance-Performance Analysis) in the area of risk assemement. Some suggestions for better understanding of the proposed SI-DI diagram are also included in this study.

• 품질경영학회지
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• 제44권4호
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• pp.813-831
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• 2016

Purpose: The purpose of this study is to assess the service quality attributes of Korean airlines service for Chinese passengers and suggest revised model to count potential improvement. Methods: Using the Kano and Timko models based on survey questionnaire to classify the quality attributes and to calculate the customer satisfaction index for each service attributes. And the revised potential customers satisfaction index(R-PCSI) are used to access the improvement possibilities by Kano model's attributes. Results: The attributes by Kano model, the relative importance, and the priorities for improvement for 30 airline service quality characteristics are identified. The most important item for improvement is 'Loses and delays compensations service'. Conclusion: According to the PCSI calculation results, this paper can help for Korean Airlines to improve customer satisfaction for Chinese passengers. And R-PCSI model suggested by this paper can be used for other service quality analysis.

• 한국의류학회지
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• 제38권3호
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• pp.355-371
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• 2014

The present study investigated the dimensionality of satisfaction and dissatisfaction as well as evaluated the effects of social commerce characteristics on satisfaction and dissatisfaction. The conceptual framework of the study was built on Herzberg's motivation-hygiene Theory and the Kano Model. We gathered 519 data by social commerce users through an online survey and used SPSS 20.0 for the analysis. The findings showed that satisfaction and dissatisfaction are two distinct constructs; in addition, nine characteristics of social commerce were derived from factor analysis. Among the nine factors of social commerce characteristics, diversity had a positive influence only on satisfaction and uncertainty had only a positive impact on dissatisfaction; however, price discount, product quality and transaction safety, influenced both satisfaction and dissatisfaction. There were several factors that had no significant influence on both satisfaction and dissatisfaction. The findings of the study support Herzberg's motivation-hygiene Theory and the Kano Model. The present study helps social commerce managers establish a plan to maximize factors that influence consumer satisfaction and minimize the factor influencing dissatisfaction.

• 한국산업융합학회 논문집
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• 제27권4_1호
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• pp.759-769
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• 2024

The Kano model, a two-dimensional quality theory, is widely used as a useful tool for measuring potential customer requirements by utilizing the concept of the Potential Customer Satisfaction Coefficient (PCSC). There is growing evidence that the PCSC, comprising the Potential Satisfaction Coefficient (PSC) and Potential Dissatisfaction Coefficient (PDC) and utilizing Kano's four quality dimensions (A, O, M, and I), can be particularly useful in determining the relative importance of quality characteristics in IPA. Despite prior studies utilizing the PCSC concept for characterizing importance, attempts to determine the relative significance among quality dimensions have been relatively scarce. This study aims to use PCSC and IPA to demonstrate which quality dimension is more significant than the others. The author analysed 32 Kano related articles, encompassing 34 cases, using IPA. The results indicate that the proposed equations are valid for assessing characteristic importance, with O or M is perceived as more important than A or I.

• 한국정보과학회논문지:소프트웨어및응용
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• 제37권3호
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• pp.161-169
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• 2010

요구사항 추출 활동은 다양한 이해당사자의 요구를 요구사항으로 추출하고 협상을 위한 정보를 생성하는 사전 준비 작업이다. 그러나 현재 고객으로부터 요구사항 수집을 위한 기법은 다수 존재하고 있으나, 요구사항 분류와 협상을 위한 정보 제공에 대한 연구는 부족한 실정이다. 본 연구는 요구사항을 분류하고, 협상을 위한 정보를 식별하는 기법에 대한 연구이다. 본 연구는 요구사항 분류를 위해 Kano 모델과 통계 기법을 활용하였으며, 협상을 위한 정보를 생성하기 위해 요구사항과 문제의 관계를 고려하였다. 제안한 기법에 대한 시뮬레이션, Rough Set Theory, 사례 검증을 수행하여 제안한 방법의 타당성을 검증하였다.

• 벤처창업연구
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• 제5권4호
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• pp.95-111
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• 2010

현대의 기업 경쟁력은 경쟁력 있는 신제품 개발이 필수적이다. 기업이 지속적인 성장을 하기 위해서는 신제품을 개발해야 한다. 본 논문에서는 제품 설계의 고객의 목소리를 충분히 반영한 제품을 제안하였다. 1차 설계에서 Kano의 매력 품질특성을 반영하여 설계하였고, 2차 설계에선 Kano 품질 특성에서 일원적 품질특성이 Timko가 제안한 고객만족지수 방법을 통하여 찾아진 고객 요구를 만족하는가를 분석하였다. 또한 Kano의 매력품질을 찾는 기법과 Timko의 고객만족지수를 찾는 기법을 신제품 개발에 적용하면 매우 효과적으로 문제를 해결할 수 있다.

• International Journal of Quality Innovation
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• 제2권2호
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• pp.58-68
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• 2001

This paper proposes a method for quantifying the types of quality elements proposed by Kano; namely: attractive quality, one-dimensional quality, and must-be quality. Kano's classification of required quality has helped us improve our thinking in product development. However, his classification is conceptual rather than quantitative, and the conventional techniques of questionnaire and group interview cannot provide quantification of the relationship between the degree of customer satisfaction and the degree of sufficiency of required qualities. This paper describes how a quality element under Kano's quality model can be expressed as a utility function, and describes an application to quality design of a cellular phone.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 추계학술대회
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• pp.121-133
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• 2007

This paper suggest the methods when we solve problems by TRIZ before grasp of customer needs by Kano model. Recently, many companies are very interested in TRIZ such as Six Sigma. Especially, the company commences to use TRIZ for solving a lot of problems in which occur by products and services. But It will be happen a lot of time and costs to solve all problems completely. Finally, This paper helps more effective problem definition to avail Kano model for reducing time and costs at solving problems by TRIZ.

• 한국항만경제학회지
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• 제29권1호
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• pp.1-22
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• 2013

물류서비스는 치열한 경쟁에 직면한 컨테이너부두들이 시행하는 경쟁우위 방안에서 가장 많이 언급되는 요소 중 하나이다. 지금까지 많은 연구들이 물류서비스 품질을 명확하게 평가하기 위해 노력해왔고 이를 관리하기 위한 전략적 방법의 제시도 시도해왔다. 그러나 품질은 다차원의 구조이기 때문에 모든 품질 속성이 고객에게 동일하게 중요도로 적용되지는 않는다. 즉 각 품질 속성들은 고객만족도에 있어 다른 의미를 가지고 있다. Kano 모형은 품질속성에 대해 성과와 만족도의 관계 측면에서 품질특성을 분류하였다. Timko (1993)는 Kano 모형에 기초하여 품질특성 분류 방법을 개선한 고객만족계수를 개발하였다. 고객만족 계수는 고객만족에 영향을 미치는 서비스품질이 어느 정도인지를 나타낸다. 본 연구는 광양항 컨테이너부두에 대해 Kano 모형과 고객만족계수를 이용하여 만족/불만족의 품질특성을 파악하려고 하였다. 이를 통해 물류서비스 품질에 있어 만족 또는 불만족 품질속성들을 제시하였다.