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http://dx.doi.org/10.7469/JKSQM.2016.44.4.951

A Study on the Customer Satisfaction for Smart Audio's Concept Features through the Kano Model  

Shin, HoonChul (Department of Management of Technology, Sungkyunkwan University)
Kim, Jonghak (Kakao Corp)
Park, Young-Taek (Department of Management of Technology, Sungkyunkwan University)
Publication Information
Journal of Korean Society for Quality Management / v.44, no.4, 2016 , pp. 951-963 More about this Journal
Abstract
Purpose: This study was conducted to analyze the potential customer's satisfaction for the concepts of smart audio features and utilize the results when developing the customer-oriented products. Methods: 16 different features were derived via the market research and professionals' interviews. The most satisfactory features were selected through "Kano model", the relative importance of Customer Satisfaction Coefficient, and respondents' preferences from 339 valid survey answers. Results: 15 out of the 16 features were categorized as attractive attribute. "'User Recognizing' and 'Strengthen Linking' groups", such as Auto connection with Smart-phone music player, Synchronization of TV & Audio, and Volume control situational awareness, were shown to provide higher satisfactions to those potential customers. On the other hand, Group 'Integrating Function', such as Aromatherapy and Auto lighting reaction, was shown to be relatively least preferred features. Conclusion: This study enabled which features could lead to the customer satisfaction. Nevertheless, it still requires extensive analyses in different countries and diverse cultures to target the global market. The audio product planners and R&D professionals are expected to learn useful information from such studies.
Keywords
Kano Model; Customer Satisfaction; Smart Audio; Concept Feature; Preference;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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