• 서비스연구
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• 제11권3호
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• pp.55-74
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• 2021

글로벌시대에 있어 관광산업은 주요 수익사업으로서 국가 및 지자체에서 양질의 관광 경험을 제공하기 위하여 다양한 노력을 하는 실정이다. 다양한 관광 콘텐츠에 있어 본 연구의 목적은 글로벌 시대에 부합하는 무장애 지하철 서비스에 관한 연구로서 기존의 신속, 안전, 질서화된 수송으로부터 양질의 쾌적함과 전방위적인 서비스 체험의 제공으로 확대하기 위함이다. 사례연구로서 서비스디자인 방법을 통해 한 중 양국의 지하철 서비스시스템을 비교 분석하고, 이용자의 서비스 체험을 개선하여 지하철 서비스시스템의 이용자 만족도를 높일 수 있도록 무장애 지하철 서비스시스템을 제시하였다. 그 결과 편의 시설, 언어 문제, 보안 장비, 승차 환경 등 17개 분야의 20개 매력적 품질 요소(Attractive Quality Attribute)가 지하철 서비스의 질적 향상과 체험을 획기적으로 향상하는 데 중요한 역할을 한다는 연구 결과가 나왔다. 또한, 서비스 공간 시나리오(Service Spatial Scenario)의 구축을 통해 최적화된 지하철 서비스시스템을 가시화하여 이에 대한 이해를 도움으로써 전략적인 애플리케이션을 만드는 데 참고할 수 있도록 한다.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2002년도 추계학술대회 논문집 전력기술부문
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• pp.15-19
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• 2002

To provide a specified power quality under electric market system is becoming an important issue for customers and utility company. However, there is no realistic infra-structure to design a power system for the specified power quality. Present electric market is operating under the economic point of view. The low price could be attractive. but the effect of low price and low power quality for the long time should be considered for the system safety. This paper presents a model which conceptualize the dynamic power quality control mechanism to minimize total cost of a society which is affected electric power quality. This model aims to produce a basic infra-structure to balance cost and quality under the electric market system.

• 품질경영학회지
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• 제32권3호
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• pp.29-44
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• 2004

Obtaining and fully understanding the true requirements of customers is hard task. However, successful use of quality function deployment(QFD) depends on capturing customers' requirements and reflecting them during the design of a product. One of common mistakes in QFD is to perform analysis using an inconsistent house of quality(HoQ) chart. This article presents a model for prioritizing customer attributes and design characteristics in order to make a product more attractive to customers. The proposed model modifies the analytic hierarchical process(AHP) with simple pairwise comparison. Our exploration using of QFD identifies how practitioners maintain consistency, whist quantifying HoQ speedily from the customer's perspectives. This paper also identifies and justifies an alternative position on QFD that is supported by statistical examples.

• 품질경영학회지
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• 제31권3호
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• pp.98-113
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• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• 품질경영학회지
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• 제36권4호
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• pp.77-86
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• 2008

Due to the rapid growth in automated testing and manufacturing systems, screening inspection becomes very attractive. In this paper, we investigate the effects of limited capacity on screening inspection using a surrogate variable. The model is developed under the assumption that the reprocessed and nonreprocessed items are produced by the same manufacturing process and therefore their quality characteristics are independently and identically distributed. Profit models are constructed which involve four price/cost components; selling price, cost incurred by imperfect quality, reprocessing and quality inspection costs. Methods of finding the optimal screening limits are presented, and a numerical example is given. Sensitivity analyses are also performed to study the effect of a process standard deviation on this model.

• 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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• 제45권2호
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• 한국산학기술학회논문지
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• 제20권10호
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• pp.54-61
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• 2019

본 연구는 국가 관세행정 종합정보 시스템인 UNI-PASS의 서비스품질을 평가함에 있어 Kano모형과 Timko의 BW계수, Tontini et al.의 개선갭분석(IGA)을 적용하여 전자통관서비스(UNI-PASS) 품질속성들을 비교 검토하고, 전자통관서비스 이용 고객들의 만족도를 높이기 위해서는 어떠한 품질 속성에 집중해서 서비스 품질을 제고해야 하는지를 규명하였다. 분석결과, 전자통관서비스 품질 속성의 분류에서는 Kano, Timko, IGA모형 모두가 공통된 4가지 품질속성인 매력적품질, 일원적품질, 당연적품질, 무관심품질로 분류되었다. Kano-IGA 통합접근법을 이용한 결과에서 일원론품질의 경우 개선이 시급한 1사분면 영역에 포함되었고, 당연적품질은 중점적인 유지관리가 필요한 영역인 2사분면에 포함되었다. 무관심품질은 Care free 영역인 3사분면에 그리고 매력적품질은 경쟁우위 영역에 해당하는 4사분면에 포함되었다. 본 연구는 선행연구와는 달리 전자통관서비스 품질속성을 일원론적 관점이 아닌 이원론적 시각에서 Kano모형에 의거 서비스품질 속성을 분류하였고, 더불어 Kano, Timko, 개선갭분석(IGA)을 종합적으로 적용하여 각각의 품질속성의 분류결과가 일치하는지와 영역별 개선우선순위와 영역내 개선 우선순위를 검토하였다는 점에서 의의가 있다. 그러나 실증분석에 사용된 표본의 업종이 일부 특정 업종(일반기계 및 장비류, 전기전자제품류)에 편중되어 있다는 점에서 연구결과를 일반화하는 데는 조심스런 해석이 요구된다. 향후 연구에서는 산업별, 업종별 비교분석이나 기업의 규모나 사용기간을 중심으로 분석해 보는 것도 의미가 있을 것이다. 그리고 설문문항의 측정척도는 리커트 5점 척도 보다는 7점 척도를 사용하여 판별력을 높이는 것도 바람직 할 것으로 사료된다.

• Journal of Information Technology Applications and Management
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• 제28권1호
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• pp.95-110
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• 2021

This study aims to explore the Internet personal broadcasting quality factors that influence viewer satisfaction and dissatisfaction based on the motivation-hygiene theory. Specifically, the quality factors that affect viewer satisfaction of Internet personal broadcasting are derived from the perspectives of extrinsic (contents usefulness and media usability), intrinsic (emotional/cognitive/behavioral enjoyment and creator characteristics), and social motivation (visibility, subjective norm, image, sociality). The data of 200 respondents was used to analyze the relative impact of satisfaction and dissatisfaction with the Kano model, which assumes that viewer satisfaction at both functional and emotional levels varies over quality attributes. In the empirical analysis, the quality factors were classified into attractive, one-dimensional, must-be, and indifferent quality. In addition, it was found that the customer satisfaction coefficient was high in the order of uniqueness, differentiation, and visibility. On the other hand, as a result of applying the dissatisfaction coefficient, it was identified in the order of donation, content reliability, and creator responsiveness.

• 품질경영학회지
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• 제48권2호
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• pp.309-328
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• 2020

Purpose: The purpose of this study is to find a way to improve the quality of medical tourism education services in Korea. Methods: This study used a method of conducting a survey of students who have completed medical tourism education and customer satisfaction coefficient and potential customer satisfaction index were calculated by applying the Kano model. Results: The results of this study are as follows; First, Eight medical tourism education service quality factors were classified as an attractive quality attribute. Second, Thirteen medical tourism education service quality factors were classified as an one-dimensional quality attribute. Third, Online education operation factor was classified as an indifferent quality attribute. Fourth, Instructor quality factor and physical environment quality factor showed relatively high better and high worse coefficients. Finally, According to the PCSI index, it was found that the scope of improvement was the largest when focusing intensively on the quality factors of instructors. Conclusion: This study suggests strategic implications for nurturing excellent professional manpower through quality improvement of education services by identifying the quality factors of major medical tourism education services perceived by students.