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http://dx.doi.org/10.7469/JKSQM.2017.45.2.261

A study on Service Quality of Defence Quality Assurance Activites using Kano Model & PCSI Index  

Seo, Hyun-Soo (Defence Agency for Technology and Quality)
Seo, Jae-Hyun (Defence Agency for Technology and Quality)
Kim, Hyun-Min (Defence Agency for Technology and Quality)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.2, 2017 , pp. 261-274 More about this Journal
Abstract
Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.
Keywords
Munitions Quality Assurance; Service-Quality; Customer Satisfaction Coefficient; Kano Model; PCSI Index;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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