Browse > Article
http://dx.doi.org/10.5850/JKSCT.2007.31.5.765

A Study on Classification of Apparel Product Quality Characteristics Based on Customer Satisfaction  

Ahn, Min-Young (Dept of Clothing & Textiles, Hanyang University)
Park, Jae-Ok (Dept of Clothing & Textiles, Hanyang University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.31, no.5, 2007 , pp. 765-776 More about this Journal
Abstract
Customer expectations and requirements for products play an important role in product planning for companies and decision making process for the consumer. These expectations are expressed by product qualities that consumers consider important when they purchase. Therefore, to identify quality elements that reflect consumer requirements would be a useful guide for companies. The purposes of this study are to find out quality factors of apparel product, to identify apparel product quality elements using Kano's theory, to find attributes of product which improvement are required. Women over 20 years-old from metropolitan areas in South Korea participated in the study and a quota sampling method was used. A questionnaire was arranged with four separate subject sections, importance of quality, Kano's questionnaires, and demographics. Data from 525 questionnaires were used for the statistical analysis. The results were as follows: Six dimensions of product quality(i.e., usefulness, performance, aesthetic, symbol, individuality and appearance) were identified. According to Kano's quality elements, performance was categorized into must-be quality which could lead to product dissatisfaction. Usefulness and appearance were categorized into one-dimensional quality which lead to both satisfaction and dissatisfaction. Aesthetic, symbol, and individuality was categorized into attractive quality which could lead to satisfaction. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the product development process.
Keywords
Apparel product; Quality; Customer satisfaction; Kano's theory;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 이순룡 (2003) 현대품질경영. 서울: 법문사
2 이종철. (2001) 제화의 고객지향적 품질창조에 관한 실증적 연구-Kano-의 모형과 QFD를 중심으로. 상명대학교 대학원 박사학위 논문
3 인터패션플래닝 (2006, 1. 15). Market Report-2005년 3분기 의류소비실태. 인터패션플래닝- 자료검색일 2006, 1. 15, 자료출처 www.ifp.co.kr
4 임성욱. (2004). Kano 모델l을 기반으로 한 잠재적 고객만족 개선 지수의 개발 및 적용에 관한 연구. 성균관대학교 대학원 박사학위논문
5 정은진. (2003). 서울시 주상복합건물의 지역별 주거 특성. 대한지리학회, 38(5), 741-753
6 Tenner, A. R. & DeToro, I. J. (1992). Total quality management: Three steps to continuous improvement. Massachusetts: Addison-Wesley Publishing Company
7 김성희 (2001). 패션점포 유형별 소비자 만족과 재구매의도 -의류제품 품질 및 서비스 품질의 영향을 중심으로. 복식, 51(1),61-74
8 서민정. (2005). 청바지의 품질에 대한 소비자 인식과 업체의 관리 현황에 관한 연구. 연세대학교 대학원 석사학위 논문
9 임정훈, 민대기, 김광제. (2003). Kano모형에 기반한 소비자 요구사항 분류: 퍼지접근방법. 품질경영학회지, 31(3), 98-113
10 Dutka, A. F. (1993). AM4 handbook for customer satisfaction. Illinois: NTC Business Books
11 Swan,J. E. & Combs, L. J. (1976). Product Performance and Consumer Satisfaction: A new concept. Journal of Marketing, 40(April), 25-33
12 오현정 (1997). 의복품질의 개념구조와 평가경로. 서울대학교 대학원 박사학위논문
13 Eckman, M., Damhorst, M. L., & Kadolph, S. J. (1990). Toward a model of the in-store purchase decision process: Consumer use of criteria for evaluating women's apparel. Clothing and Textiles Research Journal, 8(2), 13-22   DOI
14 Matzler, K. & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment. Technovation, 18(1),25-38   DOI   ScienceOn
15 인구주택총조사. (2000). 총조사연구총괄(행정구역/성/연령별). 통계청. 자료검색일 2006,4.24, 자료출처 www.nso.go.kr
16 김정임. (2002). 의류제품의 구매과정과 구매과정과 소비자 불만족요인 연구, 건국대학교 디자인 대학원 석사학위 논문
17 Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must be quality. The Journal of the Japanese Society for Quality Control, 14(2),39-48
18 홍금희. (1992). 의복만족의 종적연구-기대선행변수에 따른 기대와 제품성과를 중심으로. 서울대학교 대학원 이학 박사학위논문
19 김은애, 김혜경, 나영주, 신윤숙, 오경화, 유혜경, 전양진, 홍경희 (2003). 패션소재기획과 정보. 서울: 교문사
20 Tse, D. K. & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2),204-212   DOI   ScienceOn
21 Huiskonen, J. & Pirttila, T. (1998). Sharpening ligistics customer service strategy planning by applying Kano's quality element classification. International Journal of Production Economics, 56-57, 253-260
22 김지연, 이은영 (2004). 의류점포의 서비스 품질, 제품 품질과 가격이 점포애고에 미치는 영향. 한국의류학회지, 28(1), 12-21
23 Timko, M. (1993). An experiment in continuous analysis. In D. Walden (Ed.) Kano's methods for understanding customer-defined quality (pp. 17-20). MA: Center for Quality of Management, Inc
24 강준모. (1999). 신체풍의 품질차원분류와 활용에 관한 연규 성균관대학교 대학원 박사학위 논문
25 Abraham-Murali, L. & Littrell, M. A. (1995). Consumers' perceptions of apparel quality over time: An exploratory study. Clothing and Textiles Research Journal, 13(3), 149-158   DOI
26 Lamb, J. M. & Kallal, M. J. (1992). A conceptual framework for apparel design. Clothing and Textiles Research Journal, 10(2), 12-47   DOI
27 김민수 (2002). 의류제품에 대한 소비자의 품질평가기준. 서울여자대학교 대학원 박사학위 논문
28 Glock, R. E. & Kunz, G. L. (1995). Apparel manufacturing: Sewn product analysis (2nd ed.). New Jersey: Prentice Hall, Inc
29 Lennon, S. J. & Fairhust, A. E. (1994). Categorization of the quality concept. Home Economics Research Journal, 22(3), 267-285   DOI