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http://dx.doi.org/10.13047/KJEE.2018.32.5.532

Applying the IPA-Kano Model to Analysis Visiting Satisfaction: A Case Study of Natural Monument Forest of Common Camellias in Maryang-ri, Seocheon  

Son, Ji-Won (Div. of Natural heritage)
Lee, Nara (Div. of Natural heritage)
Shin, Jin-Ho (Div. of Natural heritage)
Kim, Han (Div. of Natural heritage)
Publication Information
Korean Journal of Environment and Ecology / v.32, no.5, 2018 , pp. 532-540 More about this Journal
Abstract
Importance-performance analysis (IPA) is a simple and effective technique that can assist practitioners in prioritizing customer attributes to enhance service quality and visitor's satisfaction. The purpose of this study is to use the IPA-Kano model to examine the correlation of visitor's satisfaction and management matters and deduce the management priority. It classifies 14 visiting satisfaction attributes into basic factors (forest environments and staff/information center), performance factors (the natural landscape, trail facilities, forest status, easy access, and historical and cultural resources), and excitement factors (the value of natural monument, educational experiences, and entrance fee) to select the management priority according to the achievement (satisfaction). The management priority according to the performance is staff/information center > easy access > forest environment > trail facilities, historical and cultural resources, forest status, and natural landscape > entrance fee and educational experience > value of natural monument. By considering their performance, it further identifies development priorities for visitor's satisfaction improvement. These priorities allow local governments to deploy scarce resources to improve satisfaction.
Keywords
THREE-FACTOR THEORY; IMPORTANCE-PERFORMANCE ANALYSIS; REVISED IMPORTANCE-PERFORMANCE ANALYSIS; DEVELOPMENT PRIORITIES;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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