• Journal of Industrial Convergence
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• v.15 no.2
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• pp.27-36
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• 2017

In this study, we analyzed service quality factors of O2O delivery app based on Kano model and survey, and classified service quality into several dimensions. As a result of the analysis, the one dimensional quality factors were accurate information transmission, variety of restaurants, diversity of payment methods, diversity of menu selection, discomfort resolution, kindness of service, taste and quality of food, hygiene and cleanliness, Attractive quality factors such as updated information, reliable reviews, various ordering methods, fast delivery, brand image, discount point payment and accumulation. Although the must-be quality factor did not appear, it turned out that the discomfort resolution was close to the must-be quality factor. The indifferent quality factors were informational services, events and promotions. The O2O delivery app market is continuing to grow and competition is getting more and more intense. The results of this study will help O2O delivery app vendors to establish strategies to focus on certain quality of service factors.

• Journal of the Korean Institute of Intelligent Systems
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• v.26 no.6
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• pp.439-444
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• 2016

The definition of quality continues to evolve. In recent years, there has been growing interest in how to satisfy customers' potential needs with an emphasis on customer-oriented quality. Two-dimensional quality proposed by Kano provides a useful framework for discovering quality attributes critical to customer satisfaction and it is widely employed for product and service development. In Kano model, quality attributes are classified into attractive, one-dimensional, must-be, indifferent, and reverse ones. Finding attractive elements among them is important for achieving customer satisfaction effectively. However, Kano's classification method has limitations in dealing with customers' ambiguous and complex ideas. The customer response itself includes uncertainty and incompleteness. To overcome this problem, fuzzy methods are incorporated with Kano's classification in this paper. According to numerical comparisons, it is shown that the fuzzy Kano method is useful for accommodating various response of customer and is helpful to identify potential needs.

• Culinary science and hospitality research
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• v.19 no.5
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• pp.170-183
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• 2013

The purpose of this study is to classify the attributes of culinary educational quality by using the Kano model. This study carried out literary research and empirical analysis. Data were collected among 486 students whose major is culinary arts and analyzed with SPSS 19.0 and EXCEL 2007. It classified culinary educational quality by employing the Kano model and modified the Better and Worse quotients suggested by Timko. The results of the study are as follows. First, it was found that total 25 attributes could be classified into 17 Attractive quality attributes, 2 Must-be quality attributes and 6 Indifferent quality attributes, while One-dimensional quality, Reverse quality and Questionable quality attributes were not found. Second, according to the Better and Worse quotient by Timko, "Objective instructor's evaluation" item was the highest score in the Better quotient. On the other hand, the "Having foreign professors" item is the lowest in the Worse quotient. Third, marketing implications and limitations were discussed.

• 한국벤처창업학회:학술대회논문집
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• 2021.11a
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• pp.161-165
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• 2021

스타트업 제품 모델링에 있어 기존 제품에 대한 분석은 매우 중요한 역할을 한다. 그리고 이러한 분석은 다양한 방식과 프로그램 들을 통해 측정이 가능하다. 하지만, 다수의 스타트업들은 이러한 프로그램 운영이나 통계적 산출을 할 수 있는 인력 공급이 원활하지 않아 실제 사용에 많은 어려움을 겪고 있다. 이에 본 연구는 특별히 뛰어난 수리적 지식이 없더라도 중, 소 스타트업의 입장에서 직원 누구나 활용 가능한 제품 분석 방법에 대해 찾게 되었으며 그 결과 Kano 모형이 가장 적합할 것이라는 예측을 하였다. Kano 모형을 적용할 제품군으로는 많은 소비자가 존재하지만 시장이 크지 않아 진출 기회가 열려있는 스마트워치를 대상으로 하였다. 본 연구에서는 일반적으로 많은 회사에서 활용하고 있는 기본 오피스 프로그램인 EXCEL만을 활용해 제품의 Kano 모델 측정을 진행하였으며 그 결과 매력적요소 4가지(배터리 유효기간, 워치페이스의 종류와 수, 외형의 손상방지, 브랜드이미지), 일원적요소 13가지(단말기의 무게, 단말기의 외형, 구매가격, 오류발생, 스마트페이 기능, A/S용이성, 사용 가능한 앱의 수, 충전의 용이성, 방수 등 부가기능, 단말기 색상의 다양성, 헬스케어, 통화기능, 알림기능), 당연적요소 1가지(자사 기기와의 연동), 무관심요소 2가지(워치밴드의 디자인, 타사 기기와의 연동) 항목들을 측정하는 것이 가능하였으며 향후 본 Kano 모델을 활용하거나 해석함에 있어 최종학력, 전공, 연령 등이 어떠한 영향을 미치며 모델 사용에 필요한 최소 지식 수준에 따른 추가적인 연구를 진행할 것이다.

• The Journal of Society for e-Business Studies
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• v.16 no.1
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• pp.17-34
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• 2011

Because the mobile services is composed of heterogeneous attributes, it is hard to find out customer's potential needs and more difficult to analyze customer's satisfaction factors toward mobile services. Therefore, this study approached this issue from a new viewpoint and applied Kano Model in analyzing customer's satisfaction and dissatisfaction factors toward mobile services. By using Kano Model, it tried to find out how differently customers perceive the mobile services. Firstly, we found out perception gaps of Korean and American customers toward mobile services. While Korean customers perceived most mobile services as indifferent service attributes, American customers perceived them as attractive service attributes. We could find main reasons of these perception differences from different national backgrounds and adoption rates of smart phones between two countries. Secondly, based on TRI scores, we categorized subjects into four groups and named as Pioneers, Explorers, Skeptics and Laggards. And then we examined the perception differences to mobile services among four groups. We found that there were no significant perception differences among four groups.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.41-61
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• 2023

The universal form of life in the era of the 4th industrial revolution can probably be summarized as the keyword "non-face-to-face". In particular, in terms of consumption activities, face-to-face contact is gradually changing to a system that minimizes, and offline stores are rapidly changing to non-contact services through kiosks and robots. The social structure is also changing with the passage of time, and most fundamentally, our dietary consumption patterns are changing. In particular, the increase in single-person households and the aging population are having a great impact on changes in the food service industry, which is closely related to dietary life. The HMR (Home Meal Replacement) market has grown significantly as the labor of cooking at home has decreased and the use of substitute foods has increased. As the size of the market has grown, the types of businesses that provide products have also diversified. The development of technology, non-face-to-face culture, and corporate management efficiency are intertwined, and unmanned stores are spreading recently. In this study, service quality attributes of HMR unmanned stores, where competition is gradually intensifying, are classified, and service quality classification using the Kano model and Timko's customer satisfaction coefficient are calculated to provide implications for service management based on customer satisfaction. As a result of the analysis, 'products with short cooking time' and 'variety of products (menu)' were classified as attractive qualities, and 'cleanliness inside/outside of the store' and 'products at reasonable prices' were classified as unified quality. In addition, 'convenience of self-checkout process' was classified as a natural quality, and 'convenience of in-store passage' was classified as an indifferent quality. Furthermore, when the service factor was satisfied within the HMR unmanned store, the factor with the highest satisfaction coefficient was 'product (menu) variety', and the factor with the highest dissatisfaction factor was 'convenience of self-checkout process'. Through the results of this study, it is intended to derive priorities in service quality management of HMR unmanned stores and provide strategic implications for related businesses.

• Archives of design research
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• v.18 no.1 s.59
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• pp.175-184
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• 2005

With the rapid progress of the aging society in Korea, the silver generation is emerging as another class of users in the new population structure. This is a social issue to be dealt with, and the effect of such a change is being observed dearly in the design area. In addition, there are increasing demands for consideration of minor groups of users including the elderly, the disabled, the left-handed, children and pregnant women and nursing mothers, who have been treated as the weak. Such a human-centered idea may be the manifestation of the recovery of humanity and the self-realization of human beings through experiences and reflections of the industrial society of the past. The present study examined the tendency of design standardization centering on universal design, which has emerged in response to user-centered social needs, and suggested general considerations for the necessity of introducing such standards. These days the meanings of standardization are not limited to quality, performance, safety and economic aspect. Standardization is required to consider the diversity and the welfare of human beings. In addition, one of the important functions of standardization is to provide designers with important clues and guidelines for designing. In reality, however, standardization has been rejected by the circle of design for the reason that it deters free creation, so research on the introduction of standardization has been at standstill. As ISO/IEC Guide71 was published in November 2001, based on which, the Korea Standards Association established KS A ISO/IEC Guide71 without changing its contents. In companies' manufacturing activities, the progress of standardization in connection to universal design is growing more important. However, usefulness and interchangeability for the absolute majority resulting from standardization are incomparable. Lastly, the realization of universal design requires human-centered design mind, based on users' experiences and needs, the characteristics of the human bodies and inconvenient elements rather than standards for the sake of standardization.