Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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A Study on the Investment Priority Using Kano Analysis and AHP

AHP를 이용한 Kano 품질요소의 투자우선순위 결정에 관한 연구

  • 임성욱 (성균관대학교 시스템경영공학부) ;
  • 양정희 (인덕대학 산업시스템경영과)
  • Published : 2004.06.01
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Abstract

Kano(1984) distinguishes five types of Quality requirement which influence customer satisfaction; Attractive, One-dimensional, Must-be, Indifferent, Reverse Quality element. Attractive requirements lead more than proportional satisfaction. Attractive Quality requirements are the key factors of order winner and the sources of customer delight. Attractive requirements do not influence customer satisfaction equally. This study presents Kano's model using AHP(Analysis Hierarchy Process) for the priorities of attractive Quality requirements.

Keywords

References

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