Journal of the Korea Convergence Society (한국융합학회논문지)

Korea Convergence Society (한국융합학회)
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A Study on the Factor of Satisfaction or Dissatisfaction of e-Learning Using Kano Model and Timko's Customer Satisfaction coefficients

Kano 모델과 Timko의 고객만족계수를 이용한 이러닝 만족 및 불만족 요인에 관한 연구

  • Bae, Jae-Hong (Dept. of Liberal Arts and Science, Ulsan Campus of KOREA POLYTECHNICS) ;
  • Shin, Ho-Young (Institute of Management & Economy Research, Yeungnam University)
  • 배재홍 (한국폴리텍대학 울산캠퍼스 교양과) ;
  • 신호영 (영남대학교 산경연구소)
  • Received : 2019.06.07
  • Accepted : 2019.07.20
  • Published : 2019.07.28
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Abstract

This study was conducted to investigate the factors affecting satisfaction and dissatisfaction of e-learning learner students using Kano model and Timko's customer satisfaction coefficient. The results of the analysis showed that firstly, the students are highly satisfied when it is convenient to learn visually and audibly, when the students can ask questions at any time, and when the professor was interested in the students. Second, the rational criteria and accurate evaluation of grades and assignments were confirmed as factors that should be satisfied. Third, unlike the results of the basic study that the students use e-learning due to the convenience of learning time and learning space and the ease of learning process, it is no longer an attractive factor to use e-learning. The results of this study suggest that it is possible to present effective directions for the development of e-learning education and strategic application of each factor classified by the two-dimensional recognition method.

본 연구는 Kano 모델과 Timko의 고객만족계수를 이용하여 이러닝 학습자인 대학생들의 만족 및 불만족에 영향을 미치는 요인을 알아보기 위해 경상북도에 소재한 Y대학의 대학생을 대상으로 실증조사를 실시하였다. 그 결과, 첫째 시 청각적으로 학습하기 편리하고 궁금한 사항에 대해 언제든지 질문이 가능하며 교수자가 관심을 가져줄 때 학생들은 높은 매력을 느끼는 것으로 나타났다. 둘째 성적과 과제에 대한 합리적인 기준과 정확한 평가는 당연히 충족해야하는 요소로 나타났다. 셋째 기초연구의 결과에서 언급한 대학생들이 이러닝을 이용하는 가장 큰 이유인 학습시간 및 학습공간의 편의성과 학습과정의 용이성은 더 이상 이러닝을 이용하는 매력적 요소로 작용하지 않는 것으로 나타났다. 본 연구의 결과는 이원적 인식방법으로 분류된 각 요인들의 전략적 활용방안과 이러닝 교육 개발에 있어 효과적인 방향을 제시할 수 있을 것으로 생각된다.

Keywords

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Fig. 1. Kano Model

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Fig. 2. Classification Chart of Timko QualityCharacteristics

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Fig. 3. Conceptual Model

Table 1. Quality Factors of Kano Model

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Table 2. Quality Factor Evaluation Table

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Table 3. Customer Satisfaction Coefficient

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Table 4. SERVQUAL 5 Dimensions

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Table 5. Demographic Characteristics of Respondents

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Table 6. Analysis Results of Kano Model

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Table 7. Customer Satisfaction Coefficient of Timko

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