Kano모델을 활용한 디저트카페 선택속성에 따른 품질분류, 고객만족계수, PCSI지수

• 영문명: Dessert cafe selection attribute using Kano model According to quality classification, number of customer satisfaction, PCSI index Focused on dependent management with a sea view
• 발행기관: 한국해양관광학회
• 저자명: 강경구(Kang, Kyoung-Ku)
• 간행물 정보: 『해양관광연구』제14권 제2호, 75~96쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2021.08.31

영문 초록

In this study, a method to further enhance customer satisfaction by identifying the characteristics of independent management-type dessert cafes, identifying improvement points and priorities according to characteristics through quality classification, against the backdrop of natural marine tourism such as ocean views. is a study to find out. As a result of quality classification of the results of this research into the Kano model from 13 selection attributes, attractive quality elements are harmonious with 8 drinks , favorite products , appropriate compared to other cafes , diversity , discrimination from other stores , changes regularly , parking facilities , toilet accessibility , classified. As a result of calculating the customer satisfaction coefficient based on this, the questions with the highest Better index were the items (90) of clean and comfortable toilets and hygienic management of equipment , but it reflecting the current satisfaction level. As a result of calculating the PCSI index, it was found that customer satisfaction can be improved through continuous improvement in attractive quality factors such as harmony with beverages and favorite products .

목차

Ⅰ. 서론

Ⅱ. 이론적 연구

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

키워드

카노모델 선택속성 디저트카페 고객만족계수 잠재적 고객만족지수 Kano Model Selective Attribute Dessert Cafe Timko’s Customer Satisfaction PCSI Index