Browse > Article
http://dx.doi.org/10.5762/KAIS.2020.21.4.56

Study on the Service Quality of Small Arms using Kano-SERVQUAL Integrated Approach  

Lee, Ho-Jun (Defense Agency for Technology and Quality)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.21, no.4, 2020 , pp. 56-64 More about this Journal
Abstract
Service quality research is being conducted actively to improve customer satisfaction in various fields, but no research has been done on the service quality of small arms in the national defense. To enhance the user satisfaction and quality of small arms, this study aimed to derive the main quality attributes, measure the current level of satisfaction, and explore the elements requiring improvement. For this, a questionnaire survey based on the Kano model and SERVQUAL model was conducted on the identified service quality factors through discussions of experts involved in the production, quality assurance, and operation. All service quality factors were classified as one-dimensional elements, and an analysis of the Kano-SERVQUAL integrated approach showed that the user's expectation and dissatisfaction coefficient had a strong positive correlation with a 1% significance level, and user's perception value and satisfaction coefficient had a negative correlation with the 1% significance level. Using the Kano-SERVQUAL integrated approach, the priority service quality attributes for small arms requiring improvement among the many areas of service quality could be identified. Overall, it is expected that service-quality-level measurements can be used to improve the quality level of munitions as well as user satisfaction.
Keywords
Small Arms; Service Quality; Kano Model; Servqual; Kano-SERVQUAL;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 Kano, N., Seraku, N., Takahashi, F., and Tsjui, S, "Attractive Quality and Must-Be Quality", The Journal of the Japanese Society for Quality Control, 14(2):39-48, 1984.
2 Lee, Hung Ju : Rifle and Ballistics.
3 Ree, Sangbok, and Kim, Myunghun, "A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library.", Journal of the Korean society for Quality Management, 36(3):55-65, 2008.
4 Kim, Hakgyun, Song, Haegeun, and Park, Young T, "Customer perception of auto service quality using Kano-SERVQUAL integrated approach - Focusing on the auto service of 'H' Company.", Journal of the Korean society for Quality Management, 44(4):965-981, 2016. DOI: https://doi.org/10.7469/JKSQM.2016.44.4.965   DOI
5 Kim, Hee-Jin, and Hyun, Sung-Hyup, "The Study on the Service Quality of Airport Waiting Environment through Kano Attractive Quality Factor and Timkos Customer Satisfaction Coefficient", Journal of Tourism Studies, 27(4), 159-177, 2015.11
6 James A. Fizsimmons and Mona J. Fitzsimmons, "Service Management, Operations, Strategy and Information Technology", McGraw Hill Higher Education, Fifth Edition.
7 Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L, "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, 49:41-50, 1985. DOI: https://doi.org/10.1177/002224298504900403   DOI
8 Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L, "SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64:12-40, 1988.
9 Timko, M, "An experiment in continuous analysis", Center for Quality of Management Journal, 2(4):17-20, 1993.
10 Lim, Sung-Uk, and Park, Young-Taek, "Potential Customer Satisfaction Improvement Index based on Kano Model", Journal of the Korean society for Quality Management, 38(2):248-260, 2010.
11 Shin, Hoon chul, Kim, Jong hak and Park, Young-taek, "A Study on the Customer Satisfaction for Smart Audio's Concept Features through the Kano Model", Journal of the Korean society for Quality Management, 44(4):951-963, 2016. DOI: https://doi.org/10.7469/JKSQM.2016.44.4.951   DOI
12 Ku, Hee Jin, and Park, Young Taek, "Measuring Learner satisfaction in e-Learning using SERVQUAL", Journal of the Korean society for Quality Management, 38(2):161-170, 2010.
13 Hur, Jeong Ok, and Kim, Chung Hee, "Measuring Service Quality of Government Organizations by SERVQUAL", Journal of Marketing Management Research, 5(2):51-78, 2000.