Development of Potential Customer Demand Improvement Index Based on Kano Model : Focused on Educational Service

• 영문명: Kano 모델 기반의 잠재적 고객 요구 개선 지수의 개발 : 교육서비스 분야를 중심으로
• 발행기관: 한국산업경영시스템학회
• 저자명: Hyung-Jun Lee(이형준) Young-Bae Chung(정영배)
• 간행물 정보: 『산업경영시스템학회지』제41권 제1호, 118~127쪽, 전체 10쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2018.03.30

영문 초록

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano’s method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.

목차

1. 서 론

2. 이론적 배경

3. 연구방법

4. 잠재적 고객 요구 개선 지수

5. 결 론

키워드

Kano Model Customer Demand Improvement Index Customer Satisfaction Level Satisfaction Coefficient