수정된 Kano 모델을 이용한 스마트 폰의 품질특성 평가

• 영문명: Analysis of Quality Characteristics of Smart Phone Using Modified Kano Model
• 발행기관: 한국산업경영시스템학회
• 저자명: 김태운(Taioun Kim)
• 간행물 정보: 『산업경영시스템학회지』제35권 제1호, 57~65쪽, 전체 9쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.03.31

영문 초록

The relationship between product quality/function and customer satisfaction has been considered an important point for the new product development. The seminal paper by Kano was the first to thoroughly address the non-linear relationship between product performance/function and customer satisfaction. In the analysis framework of the original Kano model, five factors are assumed, among which indifference factor occupies 40% in the classification scheme. When we analyze survey response using Kano model, many quality attributes can be resulted in indifference factor. This implies that some attributes which are meaningful tend to be classified as indifferent attributes for the customer satisfaction. In order to tackle this problem, a modified Kano model is proposed by reducing the indifference factor. The modified Kano model can be robust for the survey response. A survey is performed for the quality attributes of the smart phone. The response is analyzed and compared based on the original and modified Kano model. The surveyed quality characteristics of the smart phone are performance related attributes, application programs, functional attributes and subjective emotional quality attributes. Many quality attributes classified as indifference factor in the original model are classified as attractive, must-be, and expected factors, respectively.

목차

1. 서론

2. 기존의 Kano 모델

3. 수정된 Kano 모델

4. 실험설계

5. 실험결과분석

6. 기존 Kano 모델과 수정 모델의 결과 비교 분석

7. 결론

참고문헌

키워드

Kano Model Modified Kano Model Customer Satisfaction Quality Characteristics Smart Phone