• Journal of Industrial Convergence
• /
• v.18 no.2
• /
• pp.95-100
• /
• 2020

Among the customer-oriented data used to comprehend the customer, the user review data has received much attention as it provides insights into customer opinion in a detailed and large-scale manner; many customers have come to rely upon and trust the user reviews. Many application developers are cognizant of the importance of user reviews, so they monitor and respond to these reviews. However, due to the absence of a systematic method, developers have been investing their time and money without clear correlation to the customer satisfaction. Therefore, this paper suggests a systematic method to select user reviews from the application market using the Kano Model that deals with customer satisfaction and service quality, thereby maximizing the customer satisfaction under the given time period and budget. This method is constructed in the following phases: the user review collection and requirement elicitation phase in which the developers collect user reviews from the application market and elicit requirements, the Kano Model application and selection phase in which the Kano Model is applied to the elicited requirements and selection occurs based on the quality type, and the stakeholder review and redefinition phase in which relevant personnel gather to review and redefine requirements from an internal perspective.

• KSCE Journal of Civil and Environmental Engineering Research
• /
• v.39 no.6
• /
• pp.923-932
• /
• 2019

VE is used as a powerful tool to add value to facilities by improving functionality and reducing costs. By identifying the client's requirements in the VE process and reflecting them in the quality model, the developed alternatives meet the client's requirements. However, there is no process to verify how the developed alternatives reflect the needs of the client through functional analysis, idea generation and evaluation. The purpose of this study was to develop, verify, and prove the effectiveness of a methodology for evaluating client satisfaction with alternatives developed during the VE Job Plan. The KANO model, which can identify the satisfaction and dissatisfaction of requirements in product planning, was set as a methodology for alternative verification procedures of VE, and was improved and applied to the purpose of this study. As a result, the alternative evaluation method developed in this study was found to be useful. It is expected that the KANO model will be used to evaluate the satisfaction of VE alternatives in the VE Job Plan analysis.

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

• 한국HCI학회:학술대회논문집
• /
• 2006.02b
• /
• pp.179-184
• /
• 2006

"사용자 중심의 디자인(User-Centered Design)" 은 좋은 사용성을 가진 제품을 만들기 위한 사용되는 보편적인 접근방법중의 하나이다. 그러나 투자대비 최대의 가치 창조라는 경제성 원리와 개발 기간의 제약을 고려하면 개발 중 사용성 평가를 통해 발견된 문제들을 모두 제품에 반영하는 것은 거의 불가능 하다고 볼 수 있다. 그러므로 발견된 문제들에 대한 우선 순위를 정의한 후 가장 중요한 문제점에 대해 먼저 개선하는 전략이 필요하다. 기존의 사용성 문제에 대한 우선 순위는 주로 문제 자체의 심각도를 고려하여 결정되었다. 그러나 사용자가 인식하는 사용성(Perceived Usability)를 높이기 위해서는 사용자가 중요하게 생각하는 효용을 우선적으로 제품에 반영하는 것이 필수적이다. 본 연구에서는 카노의 사용자 만족 모델을 활용한 사용자 효용과 사용성 문제들의 잠재가치를 고려한 사용성 문제 분류를 기구 사용성 평가 가이드라인의 제작에 적용하였다. 제안된 분류에 의해 디자인 가이드라인을 1) 반드시 만족 시켜야하는 제품 사용성 기준, 2) 경쟁사 대비 우위를 유지하기 위한 비교평가 기준으로 나누어 정의함으로써 단일 제품의 절대적 평가가 아닌 경쟁사 제품과의 비교 평가를 통한 개선 방향의 제시에 Kano 모델을 기반으로 정의된 사용성 문제들의 효용가치분류가 효과적이라는 것을 본 연구를 통해 보이고자 한다.

• Journal of Service Research and Studies
• /
• v.11 no.2
• /
• pp.95-105
• /
• 2021

The purpose of this study is to improve the accuracy of service satisfaction by utilizing KSC (Kano, Score Model, Concept Position) analysis methods in order to present various fitness center service models for healthy new silver generation centered on P fitness center which runs six branches in Busan. Double Diamond-based methods led to a case study focused on the P fitness center's Yeon-san branch which well leading in a wide variety of leisure infrastructures for the senior citizens. Throughout this study, based on the insights extracted from the customers were culminating in nine service design models from the perspective of administrators and trainers. The final derived nine models have been evaluated by Kano's satisfaction evaluation, Concept score, and Concept position evaluation. All of the nine models results indicated as valid except for models 3 and 6. Finally, an implementation roadmap was proposed by dividing it into investment cost and effectiveness.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2004.11a
• /
• pp.283-286
• /
• 2004

소프트웨어 개발과정에서 사용자 요구사항을 정확히 만족하기 위해서는 사용자 관점에서 요구사항 검증을 위한 방법이 필요하다. 이것은 사용자의 요구사항이 시스템 개발자에게 적절히 반영되어 개발시스템이 보다 더 효과적으로 설계 및 구현이 가능하여 사용자가 요구하는 품질의 소프트웨어 시스템을 구현할 수 있기 때문이다. 본 논문에서는 시스템 구현 전 단계에서 사용자 요구사항을 효율적으로 검증할 수 있는 RV-UI 모델을 제안한다. RV-UI 모델 시스템은 상용화된 사용자 인터페이스를 프로세스별 기능 모델로 표준화하였고, 카노(Kano)의 이원적 품질이론을 적용한 인터페이스를 통해 명확한 사용자 요구사항의 검증과 체계적인 요구사항의 형상관리를 하도록 설계하였다.

• Journal of Digital Convergence
• /
• v.18 no.10
• /
• pp.403-408
• /
• 2020

This paper is to evaluate the usability of two representative video meeting services currently used by university for research to improve the quality of university remote lecture. questionnaires based on Kano Model were designed and in-depth interviews were conducted to provide qualitative approaches. Screen-sharing functions, the one-dimensional functions was the most important function. and attractive functions had relatively diverse directions. For essential functions, there was a wide gap in quality due to user-specific equipment. The function in which other platforms exist or business-related was not important. Webex reacted negatively to the aging UI, while Zoom responded negatively to the unilateral mute function. In addition, the development direction was presented in five ways as a result of analysis of these results. under Corona-19 situation, I hope this study will lead to continuous research to make stepping stone for remoted educational development.

• Journal of Digital Convergence
• /
• v.19 no.2
• /
• pp.373-378
• /
• 2021

The study is a user experience design study on the function of action cams used for leisure activities that have been on the rise recently. Along with the video platforms that are developing in a user-friendly way, the size of the action cam market is also growing. However, there is a lack of research on the quality of a function that enhances the user experience. Thus, this study classified action cam functions according to user experience elements by using Kano Model's analysis method and in-depth interview, and analyzed how the quality of action cam functions affects the user experience by conducting a satisfaction survey by function. The results of the study have shown which functions should be improved first and which functions should be continuously researched and invested. I hope this study will contribute useful information to developing user-centered action cams.

• Journal of the Korean Society of Costume
• /
• v.61 no.1
• /
• pp.34-46
• /
• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• Journal of Korean Society for Quality Management
• /
• v.33 no.3
• /
• pp.71-90
• /
• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.