DOI QR코드

DOI QR Code

Analysis of Defence Service Quality using PCSI Index and an Empirical Comparative Analysis - Focusing on Small Businesses less than 100 Employees

PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로

  • Received : 2023.01.26
  • Accepted : 2023.03.01
  • Published : 2023.03.31

Abstract

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions. Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data. Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past data Conclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.

Keywords

References

  1. Chin, Hee-Soo, Lee, Dong-Won, and Lee, Don-Hee. 2022. Competitive Advantage Strategy of Educational Service Quality on Digital Transformation: Focusing on W-Company. Korean Society for Quality Management 50(4):843-861. https://doi.org/10.7469/JKSQM.2022.50.4.843
  2. Jeong, Ji-Ah, Park, Eui-Jung, and Yoo, Han-Joo. 2014. A Study on Development of Service Quality Index based on Attractive Quality of the Kano's Model. Journal of Korea Service Management Society 15(5):221-253. https://doi.org/10.15706/JKSMS.2014.15.5.009
  3. Kano, N., Seraku, N., and Takahashi, F. 1984. Attractive Quality and Must-be Quality Journal of the Japanese Society for Quality Contro 14(2):39-48.
  4. Kim, Sung-Hoon, and Seo, Hyun-Soo. 2018. A Study on Service the Quality of Defence Quality Assurance Activities using Kano Model by Company Size. Korean Society for Quality Management 46(3):397-410.
  5. Lee, Kwang-Won, Won, Do-Yeon, and Rhee, Seung-Lo. 2015. Analysis of Service Quality Attributes of Baseball Stadium Based on Kano Model. The Korean Journal of Physical Education 54(5):535-553.
  6. Lee, So-Jeong, An, Jae-Young, and Yun, Hae-Jung. 2022. Examining User Perception about Airline Untact Service Quality. Korean Society for Quality Management 50(3):545-570.
  7. Lim, Sung-Uk, and Park, Young-Teak. 2010. Development and Application of a Potential Customer Satisfaction Improvement Index based on Kano model. The Korean Society for Quality Management 2010(1):291-309.
  8. Seo, Hyun-Soo, Seo, Jae-Hyun, and Kim, Hyun-Min. 2017. A study on Service Quality of Defence Quality Assurance Activites using Kano Model & PCSI Index. Korean Society for Quality Management 45(2):261-274.
  9. Shin, A-Reum. 2007. A Study on the Development and Application of Total CS-coefficient based on Kano Model. Seogyoung University a master's thesis.
  10. Shin, Ji-Ye, Kim, Hee-Soo, Lee, Jai-Ho, Jeon, Hyoung-Woo, Ahn, Jeong-Sik, and Hwang, Sung-Hoon. 2022. Developing the Customer Quality Satisfaction Index using Online Reviews: Case Study of TV. Korean Society for Quality Management 50(4):863-876.
  11. Timko, M. 1993. An experimentin continuous analysis. Center for Quality of Management Journal 2(4):17-20.
  12. Walden, D. 1993. Kano's Methods for Understanding Customer-defined Quality. Center for Quality of Management Journal 2(4):1-37.
  13. Yoon, Jae-Wook, and Lee, Hee-Young. 2009. An Empirical Comparative Analysis Between Kano and Improved Kano Methods. Korean Society for Quality Management 37(4):31-42.