• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.76-81
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• 2004

Kano distinguishes between three types of quality requirement which influence customer satisfaction in different ways when met in his model and proposes fulfilling attractive requirements leads to more than proportional satisfaction. However each of attractive requirements do not influence customer satisfaction equally Thus, this study will present a model using AHP(Analysis Hierarchy Process) which priorities over quality requirements objectively

• 한국정보관리학회:학술대회논문집
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• 한국정보관리학회 2014년도 제21회 학술대회 논문집
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• pp.153-156
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• 2014

도서관 서비스 품질을 향상하기 위해서는 이용자의 요구를 파악하는 것이 무엇보다 중요하며 이를 위해 서비스 품질에 대한 속성을 분석하여야 한다. 그러나 많은 선행연구에서 서비스 품질 속성과 만족도와의 관계를 선형관계로 접근함으로써 서비스 품질 속성을 구분하지 않고 있다. 이에 본 연구는 서비스 품질에 대한 이원적 인식방법을 제시한 KANO의 3요인 이론을 적용하여 서비스 품질 속성과 만족도와의 관계를 비선형관계로 접근하여 서비스 품질 속성을 분석함으로써 이용자 관점에서 도서관 서비스 품질을 이해하고 구체적인 개선안을 제시할 수 있는 방법론을 제언하고자 한다.

• 대한안전경영과학회지
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• 제11권4호
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• pp.237-246
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• 2009

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

• 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.

• 복식
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• 제61권1호
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• pp.34-46
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• 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.

• 한국경영과학회지
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• 제36권4호
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• pp.109-123
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• 2011

This study proposes a value based service design (VBSD) approach using Kano's model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.

• 대한안전경영과학회지
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• 제10권3호
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• pp.267-274
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• 2008

This paper reports generating creative ideas based on customer needs using Kano Model and Importance-Differentiation Matrix (I-D Matrix). Nowadays, every customer demands creative ideas on product innovations in order to be satisfied her needs. However, most existing methods are limited to get creative ideas that reflect customer needs. Any creative ideas that do not fully reflect customer needs are obviously more difficult to succeed in the market than those that reflect customer needs. This paper distinguishes each quality elements the customer needs in terms of Kano Model. And it presents the effective ways of generating creative ideas by I-D Matrix in order to overcome current uppermost limits.

• 한국비블리아학회지
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• 제23권1호
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• pp.215-234
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• 2012

본 연구는 도서관 서비스 품질이 이용자 만족도에 미치는 영향력의 비대칭성 여부를 실증적으로 검증해보고 고객만족도 증진을 위한 개선전략을 도출하는 것을 목적으로 한다. 비대칭성 검증은 Kano의 서비스 3요인 이론을 기반으로 수행하였고, 자료의 분석을 위해 다중회귀분석이 실시되었다. 분석결과 총 22개의 품질 속성 중에서 기본요인(8개), 성과요인(12개), 감동요인(2개)이 도출되었다.

• 한국벤처창업학회:학술대회논문집
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• 한국벤처창업학회 2009년도 추계학술대회
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• pp.31-47
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• 2009

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.283-290
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• 2010

This paper suggest that the derivation of good and practical ideas is important for the successful use of Kano model. Wish List, Bug List and Forced Connection Method as well as Brainstorming were applied to PMP(Portable Multimedia Player) in order to derive customer attributes. Wish List and Bug List are variants of Brainstorming, which are contrary to each other. Forced Connection Method is designed to bring about bisociation which is a typical characteristic of creative thinking.