• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.400-410
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• 2008

As the number of blog users has been increasing significantly, a lot of studies have been carried out to find out what makes people use a blog or feel satisfied with it. However, most of the previous studies assumed that dissatisfaction is the opposite of satisfaction and a person who is dissatisfied with a blog does not use it, failing to explain about blog users who do not feel satisfied with their blogs but use them continually. In addition, the studies found out just blog users' motives and satisfying factors in using blogs, and did not suggest any way to improve and promote blog services. Against this backdrop, this study conducted a survey of blog users in order to examine how the satisfying factors of a blog selected through a prior study affect both satisfaction and dissatisfaction of a user. The survey results showed that the satisfying factors are divided into two groups: group A which affect satisfaction and dissatisfaction equally, and group B which affect them differently. Based on the results, this study subdivides group A into high involvement factors and low involvement ones, and group B into motivators, which strongly affect satisfaction, and hygiene factors, which strongly affect dissatisfaction. According to characteristics of each group, this study suggests ways to improve and promote blog services.

• Journal of Korea Entertainment Industry Association
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• v.15 no.6
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• pp.71-80
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• 2021

This study is aimed at analyzing the characteristics of each service quality and the requirements of the customers followed by the classification of service quality factors of youth sports clubs by using Kano model. For this purpose, a survey was conducted by targeting on 257 subjects in 10 youth sports clubs in Seoul and Gyeonggi areas and for data processing, Microsoft Office Excel 2016 and SPSS 22.0 were used to carry out Frequency Analysis, Factor Analysis, Reliability Analysis, Kano model Quality Classification, Timko's Customer Satisfaction Coefficient, and the computation and analysis of Public-service Customer Satisfaction Index. The following shows the research findings. First, as a result of using Kano model to classify each item of the service quality factors of the youth sports club through Dualistic Quality Theory Attribution, one-dimensional quality elements resulted in all 22 items of service quality factors of youth sports club. Second, the customer satisfaction coefficient computation result showed that satisfaction coefficient appeared by the order of 'kind response of the instructor,'(0.81), 'attitude of the instructor'(0.80), 'systematic lecture program'(0.76), and 'variety of program)'(0.76) and dissatisfaction coefficient appeared by the order of 'clean and pleasant facility'(-0.79), 'attitude of the instructor'(-0.76), 'kind response of the instructor'(-0.76), 'convenience of parking facility'(-0.73), and 'promptness of business process'(-0.73). Third, the public-service customer satisfaction index placing appeared by the order of the 'attitude of the instructor', 'kind response of the instructor', 'clean and pleasant facility' and 'systematic lecture program'.