• KSCE Journal of Civil and Environmental Engineering Research
• /
• v.42 no.2
• /
• pp.239-248
• /
• 2022

Risks in construction projects are increasing remarkably due to recent changes in the construction environment. Active risk management is required to recognize risks as opportunities. The purpose of this study is to propose a risk management model of the importance determination method through comparative analysis using Kano model, Timko CSC (Customer Satisfaction Coefficient), and ASC (Average Satisfaction Coefficient). Based on previous studies, the validity of risk management factor determination is reviewed through a questionnaire modified Kano model through interviews with working-level workers using the Delphi technique. Through this, a suitable risk management model is presented by selecting key risk management factors recognized by domestic construction project practitioners. As a result of the study, the Kano model developed to verify risk management of construction projects was evaluated to be effective in verifying the risk management of practitioners. It is expected that the Kano model presented in this study will be actively used to verify the importance of risk management for construction projects.

• International Commerce and Information Review
• /
• v.18 no.4
• /
• pp.55-78
• /
• 2016

In this study, service quality attributes of uTradeHub were classified based on the Kano model, and quality attributes that should be managed in priority to improve the service quality of uTradeHub were investigated using Timko's customer satisfaction coefficient(CSC) and average satisfaction coefficient(ASC). The results of the study are summarized as follows. First, as a result of classifying service quality attributes based on Kano model, 12 one dimensional qualities, 5 must-be qualities, 2 indifferent qualities were deducted, and many quality attributes of uTradeHub service were confirmed to be one dimensional quality to which is needed to be paid attention and paid more detailed attention to enhance service quality. Second, in the analysis result using Timko's customer satisfaction coefficient, "post processing for problems and complaints", "cost reduction", "efficiency of business processing" were ranked in the top of satisfaction coefficient, and they found to be quality attributes that customer satisfaction increases when service quality was satisfied. While, "post processing for problems and complaints", "interaction", "ability to respond promptly when problems occur" were ranked in the top of unsatisfaction coefficient, and they were analysed to be quality attributes that customer complaints increase when service quality was unsatisfied. Third, in the result of analyzing the quality attributes that should be managed in priority to improve the service quality of uTradeHub based on the average satisfaction coefficient(ASC), "post processing for problems and complaints", "cost reduction", "useful information" were ranked in the top 3, and they were classified as quality attributes that the satisfaction level increases more when they are improved than now, but the satisfaction level decreases when they are worsen.