• 산업경영시스템학회지
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• 제45권4호
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• pp.118-126
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• 2022

This study attempts a comparison between AHP(Analytic Hierarchy Process) in which the importance weight is structured by individual subjective values and regression model with importance weight based on statistical theory in determining the importance weight of casual model. The casual model is designed by for students' satisfaction with university, and SERVQUAL modeling methodology is applied to derive factors affecting students' satisfaction with university. By comparison of importance weights for regression model and AHP, the following characteristics are observed. 1) the lower the degree of satisfaction of the factor, the higher the importance weight of AHP, 2) the importance weight of AHP has tendency to decrease as the standard deviation(or p-value) increases. degree of decreases. the second sampling is conducted to double-check the above observations. This study empirically checks that the importance weight of AHP has a relationship with the mean and standard deviation(or p-value) of independence variables, but can not reveal how exactly the relationship is. Further research is needed to clarify the relationship with long-term perspective.

• 대한안전경영과학회지
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• 제15권1호
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• pp.241-248
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• 2013

Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement. However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up', 'Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcation lines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates the Slack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfaction model. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'s study, and conducted a survey of 280 university students for the results of Kano' model and the importance and satisfaction of the quality attributes. The results show that the proposed model enables the business managers to prioritize the quality attributes for improvement through the interpretation on the continuous diagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance of attributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of the existing IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis between the Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.

• 품질경영학회지
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• 제35권4호
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• pp.38-51
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• 2007

The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.

• 대한설비관리학회지
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• 제23권4호
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• pp.65-75
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• 2018

Importance-Performance Analysis(IPA) holds the assumption that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear. Therefore, IPA can be applied to the traditional one-dimensional attributes, not to other quality elements such as attractive or must-be attributes. To overcome this problem, several articles introduced methods that integrate IPA into the concept of two-dimensional quality. However, these articles are rather conceptual focusing on the differentiation of quality attributes depend on quality elements in IPA. To provide empirical evidence of the dependent relationship between attribute importance and satisfaction in IPA, this study introduces a weighted importance approach and provides validation method using Bacon's priority model, a regression model. For this, the current research investigates 23 quality attributes of TV set for the results of Kano's model, which are adopted from Kim et al., and conducted a survey of 118 university students for the results of the importance/satisfaction and improvement priority. The result of the proposed approach shows better result than those using the conventional way, based on R-square of the regression model.

• 품질경영학회지
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• 제40권4호
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• pp.589-598
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• 2012

Purpose: Determination of the importance values of quality attributes is very important to integrate the Kano model with QFD. A new method to determine the importance values of quality attributes is proposed. Methods: ASC(Average Satisfaction Coefficient) is proposed in order to determine the importance values of quality attributes. To evaluate the effectiveness of ASC, a case study of modern TV sets is conducted, and the performance of ASC is compared with direct importance evaluation and AHP pairwise comparisons. Results: The result of ASC application is similar with those of direct importance evaluation and AHP pairwise comparison. Conclusion: ASC is an effective instrument to determine the importance values of quality attributes. It doesn't need a cumbersome process like AHP pairwise comparison, and can be calculated using the data for the conventional Kano model.

• 한국도서관정보학회지
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• 제41권1호
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• pp.255-272
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• 2010

이 연구의 궁극적인 목적은 대학도서관의 서비스 품질 측정을 위한 도구를 제시하고 이에 기반하여 서비스 개선방안을 도출하는 하나의 과정을 보여주고자 하였다. 본 연구는 대학도서관의 서비스 품질 측정을 위한 구성 차원과 세부항목을 구성하기 위해 LibQUAL+(R)를 참조하였고 그래서 대학도서관의 서비스 품질은 서비스 태도 품질, 정보관리 품질, 도서관건물 품질의 세가지 차원으로 구성하였다. 각 세부 항목에 대한 측정지표는 DigiQUAL(R)의 이용자의 서비스에 대한 중요도와 만족도가 사용되었다. 실사례 데이타는 H대학 서비스 품질에 대한 이용자 113명의 설문을 통해 수집되었고. SPSS를 통해 기술통계적인 분석이 수행되었다. 그리고 도서관의 품질 제고를 위한 개선방안 및 우선 관리 항목을 도출하기 위해서는 불일치모형(gaps model) 분석과 ISA(Importance-Satisfaction Analysis) 기법을 사용하였다.

• 한국실내디자인학회논문집
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• 제38호
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• pp.65-74
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• 2003

The purpose of this study Is to find out the design guideline for women's hospital focusing on the patient needs. The results of research are as follows: 1) As a basic frame of evaluation model, the quality of service of medical facilities and patients' reaction to the physical environment are fixed as a variable called' satisfaction degree'. This study analyzes the influence on space efficiency evaluation according to the difference of types through basic model (Model I-1,2) as verification model to identify the difference between satisfaction degree of outpatients and that of inpatients. 2) The difference of satisfaction degree about the hospital facilities by space evaluation matrix is according to the types of inpatients and to space importance. 3) The control of importance degree about the interior facilities of the hospital according to the specific character of the hospital is necessary. Maintenance of the status quo, or reduction, or expansion is needed according to the satisfaction degree corresponding to the importance degree. Finally, the model is used to for the planning & design for the future women's hospital.

• 한국콘텐츠학회논문지
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• 제9권10호
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• pp.492-499
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• 2009

본 연구는 학습자의 효과적 학습을 위해 온라인 상 콘텐츠 품질을 구성하는 요소와 오프라인 강의가 콘텐츠 품질을 인식하는데 얼마나 영향을 주는가를 알아보기 위한 연구이다. 다속성 태도모델(multiattribute attitude model)의 속성만족도-중요도 모델(attribute satisfaction-importance model)을 중심으로 온라인 학습에 있어 콘텐츠 품질이 학습태도에 미치는 영향과 오프라인 강의를 병행했을 때의 학습태도(learning attitude) 형성의 변화에 대한 관계를 살펴보고자 한다. 콘텐츠 만족도에 대한 신념(belief)은 콘텐츠 품질을 구성하는 요소로 음성강의, 동영상강의, WBI방식 강의로 나누어 평가한다. 여기에 웹상의 강의와 오프라인 강의를 병행했을 때 형성되는 학습태도의 변화에 대해 연구한다.

• 한국병원경영학회지
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• 제14권2호
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• pp.21-40
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• 2009

The importance-performance analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for the customer satisfaction. This study attempted to compare various different approaches of IPA such as direct and indirect measurement of importance, and traditional four quadrants grid model and diagonal grid model of IPA. Data on 17 inpatient service quality attributes were collected from 234 inpatients of a general hospital. Eight IPA grids were produced to compare the result of each model. Based on the study results the strength and weakness of each model were discussed, and a set of recommendations for practical application of the IPA in hospital settings was suggested.

• 산업경영시스템학회지
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• 제36권1호
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• pp.70-77
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• 2013

The theory of two-dimensional quality, in particular, the Kano model that is developed by the analogy with the M-H theory, has been applied in various industry fields for more than three decades. Importance-Performance Analysis (IPA) assumes that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear, and therefore, it is applicable to the traditional one-dimensional attribute, not other quality types defined in the Kano's model such as attractive or must-be attribute. To solve this problem, the current study suggests a new importance-satisfaction analysis using a modified IPA in accordance with the three quality types and a diagonal method introduced by Slack (1999) to determine improvement priority. For this, I investigated 19 smartphone's quality attributes and conducted a survey of 334 university students for the results of Kano's model, which adopted from Song and Park (2012)'s study, and the importance/satisfaction of the quality attributes and the results of the priority for improvement of the 19 quality attributes. The results show that the proposed I-S priority model is better than the conventional IPA based on the comparison results of determination coefficient from the regression analysis of the two models.