• Journal of KIISE:Software and Applications
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• v.37 no.3
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• pp.161-169
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• 2010

The requirement elicitation is the task of eliciting requirements from needs of stakeholders, and preparing for information for negotiation. However, there are methods for gathering needs, but there is no specific method for classifying them, generating information for negotiation. Therefore, To solve the problems, this paper proposes a method to classify requirement and to generate information for negotiation. The proposed methods use Kano model, statistical technique, and identifying relationship between requirements and problems within scope. Finally, we validate the proposed method on simulations, Rough Set Theory, and case study of model.

• Journal of Service Research and Studies
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• v.6 no.2
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• pp.83-97
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• 2016

Smart car is a vehicle which maximizes convenience, safety, and user experience. The traditional vehicle style will be replaced by a smart car. The objective of this paper is to find essential quality attributes that consumers want. We provide a method to select a best smart car reflecting their preference based on the quality attributes. We derive Kano's quality attributes by an exploratory survey and show an example to implement their decision using the Analytic Hierarchy Process method. As a result, the quality attributes were classified into two groups of attractive quality and indifference quality. The respondents evaluated that the safety of smart cars was more important than the convenience and user experience. However, the smart car was required more functions related to the convenience criteria. These results will provide important implications for smart car design.

• Journal of Korea Multimedia Society
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• v.8 no.5
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• pp.715-720
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• 2005

In a software development process, it is necessary to have a method which verifies and satisfies users' requirements in their point of view. This allows the system developer to design a high qualify software system and have it developed and used in an effective way since users' requirements have well been shown through it. In this paper, we propose the RV-UI model system that can verify users' requirements a step ahead of system implementation step. This RV-UI model system has standardized user interface which is in practical use into functional model for each process and it is designed to satisfy users' requirements and manage configuration of them through the interface which has the Kano model.

• Journal of the Korean Society of Clothing and Textiles
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• v.38 no.3
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• pp.355-371
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• 2014

The present study investigated the dimensionality of satisfaction and dissatisfaction as well as evaluated the effects of social commerce characteristics on satisfaction and dissatisfaction. The conceptual framework of the study was built on Herzberg's motivation-hygiene Theory and the Kano Model. We gathered 519 data by social commerce users through an online survey and used SPSS 20.0 for the analysis. The findings showed that satisfaction and dissatisfaction are two distinct constructs; in addition, nine characteristics of social commerce were derived from factor analysis. Among the nine factors of social commerce characteristics, diversity had a positive influence only on satisfaction and uncertainty had only a positive impact on dissatisfaction; however, price discount, product quality and transaction safety, influenced both satisfaction and dissatisfaction. There were several factors that had no significant influence on both satisfaction and dissatisfaction. The findings of the study support Herzberg's motivation-hygiene Theory and the Kano Model. The present study helps social commerce managers establish a plan to maximize factors that influence consumer satisfaction and minimize the factor influencing dissatisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.56-64
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• 2020

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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.10
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• pp.54-61
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• 2019

This paper reports a comparative review of the service quality attributes of Electronic Customs Clearance (UNI-PASS) by applying the Kano model, Timko's BW coefficients, and IGA model, as reported by Tontini et al. in terms of a service quality evaluation of electronic customs clearance as the comprehensive national customs administration information system. In addition, this study examined which quality attributes should be focused on to improve the service quality and enhance customer satisfaction using the electronic customs clearance service. The Kano, Timko, and IGA models were classified into the four common quality attributes: attractive quality, one-dimensional quality, must-be quality, and indifferent quality. Because the integrated approach was used, one-dimensional quality was included in the area for critical improvement, while the must-be quality was included in the area for intensive maintenance. In addition, the indifferent quality was included in the area of carefree, while the attractive quality was included in the area of competitive advantage.

• 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'.

• Knowledge Management Research
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• v.19 no.2
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• pp.109-132
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• 2018

Recently, new financial services related to FinTech has gained attention more and more. Online P2P financial services transactions such as FinTech require careful examination of the constituents of information systems as an investment is made based on the information presented on the online platform without direct face-to-face contact. The purpose of this study is to find out the success factors of online P2P Lending service among FinTech. To serve the purpose, we build IS (information system) success model, and then use Kano model and fuzzy analytic hierarchy process (Fuzzy-AHP) to find out factors for the success of online P2P Lending service. In particular, this study uses Kano model to classify information system satisfaction factors and to calculate the satisfaction coefficient. The Kano model, however, has a drawback of evaluating single criterion. Therefore, we use multi-criteria decision-making technique such as Fuzzy-AHP to derive the relative importance of the factors. The analysis results show different results depending on the analysis technique. In the Kano model, most of the information system factors are a one-dimensional quality attribute. The satisfaction coefficient is highest for personalized service, followed by the responsiveness of service, ease of using a system, understanding of information, usefulness of information' reliability. The service reliability is the highest in dissatisfaction coefficient, followed by system security, service responsiveness, system stability, and personalized service. The results of the Fuzzy-AHP analysis shows that the usefulness of information quality, the personalization of service quality, and the security of system quality are the significant factors and the stability of system quality was a secondary factor.

• The Journal of Society for e-Business Studies
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• v.9 no.2
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• pp.1-16
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• 2004

This study evaluates the factors of e-commerce websites using a Kano model. In this study, especially the Kano model is applied to both business-to-customer(B2C) and business-to-business(B2B) websites in order to reveal how factors are different between the two types, while previous research is limited to mainly evaluation of B2C websites. In addition, the factors on product types supported from websites are defined, which resulted in discovering the differences among the websites by product types. The contribution of this paper is as follows. Firstly, it reveals the actual B2B website evaluation as well as evaluation by product types such as physical and service product. Secondly, it reviews the B2B e-Commerce that will play a key role in the near future.

• The Journal of the Korea Contents Association
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• v.12 no.7
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• pp.346-357
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• 2012

This study classified the various quality features of coffee shop by Kano model with customers' perspective. Also both satisfaction coefficient and dissatisfaction coefficient are calculated to analyse the relative influence of quality features on customer satisfaction. This study also dragged the potential customer satisfaction improvement index to scrutinize the quality improvement possibility for coffee shops. The analysis results showed that low price, luxurious interior, restfulness of table and chair, usability of wireless internet are belonged to the Attractive quality. On the other hand, cleanliness and hygiene, quality to price are identified as the One-dimensional quality. The current satisfaction level for both 'Caffe Bene' and 'Starbucks' are measured to draw the potential customer satisfaction improvement index. The result showed that low price and quality to price appeared to be the highest in its quality improvement possibility. The findings of this study help understanding the quality features to focus on and strengthening the competitiveness for coffee shops.