• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.65-79
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• 2019

Museum management has been centered on curated exhibitions. Today, however, visitor-tailored exhibitions are all the rage, and various ICT-based services such as museum app's and exhibition explanation through QR code are being provided. To this trend, research on museum services using smartphones and SNS has been conducted. But there have been few studies of technical influence on the museum service satisfaction factors. This study, therefore, attempted to identify and classify the satisfaction factors of museum services with Kano model which explains service quality attributes. Samples from South Korea and Austria were analyzed There was a significant gap in quality factors according to cultural differences and a notable difference in perceived quality even for the factors in the same dimension. It implies that cultural differences need to be taken into account for the priority of museum services.

• 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 the Korean Operations Research and Management Science Society
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• v.36 no.4
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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.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.210-215
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• 2006

The environment of the enterprise changes very quickly, and the customers' needs ate becoming to be various. Only the enterprise can be securing a competitive high position if the enterprise knows well with the customer. Therefore, the enterprise must be confronted appropriately which grasps the requirement of he customer. The Kano presents quality dualism, it complemented a different meaning problem point and the Timko presented the customer satisfaction coefficient. But the model of the Timko which committed the error as well that does not consider the indifferent quality of he Kano. Hence, with this research hat proposes the method of analyzes the client demands accurately through Modified CS-coefficient. Then, apply the method on to the multiplex theater.

• Journal of Information Technology Applications and Management
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• v.28 no.1
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• pp.95-110
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• 2021

This study aims to explore the Internet personal broadcasting quality factors that influence viewer satisfaction and dissatisfaction based on the motivation-hygiene theory. Specifically, the quality factors that affect viewer satisfaction of Internet personal broadcasting are derived from the perspectives of extrinsic (contents usefulness and media usability), intrinsic (emotional/cognitive/behavioral enjoyment and creator characteristics), and social motivation (visibility, subjective norm, image, sociality). The data of 200 respondents was used to analyze the relative impact of satisfaction and dissatisfaction with the Kano model, which assumes that viewer satisfaction at both functional and emotional levels varies over quality attributes. In the empirical analysis, the quality factors were classified into attractive, one-dimensional, must-be, and indifferent quality. In addition, it was found that the customer satisfaction coefficient was high in the order of uniqueness, differentiation, and visibility. On the other hand, as a result of applying the dissatisfaction coefficient, it was identified in the order of donation, content reliability, and creator responsiveness.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.41 no.1
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• pp.118-127
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• 2018

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano's method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.

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

• Fashion & Textile Research Journal
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• v.18 no.1
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• pp.103-112
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• 2016

This research was designed to figure out the perception and attitude of university students toward urban outdoor wear and to provide the guidelines for product quality improvement using Kano model. A total of 270 responses were analyzed by SPSS 20.0 through frequency and factor analysis. Respondents' levels for outdoor activity & outdoor products possession being still low, steady growth in urban outdoor wear market is expected. A total of eight quality factors were identified through factor analysis; suitability, production quality, functionality, ease of care, fabric performance, portability, fashionability, and symbolism. Based on Kano model, quality factors of urban outdoor wear were categorized into three groups: one-dimensional; indifferent; and must-be quality factor. It was found that consumers were satisfied with urban outdoor wear only when it meets the needs for suitability for body types and ease of care, meaning that manufactures should be cautious not to lose these features. Being must-be quality factor, production quality(form stability, quality of subsidiary materials), and fabric performance such as colorfastness should be basically satisfied. The relative importance of each quality feature on satisfaction/dissatisfaction was investigated using CSC(customer satisfaction coefficient). Based on the CSC, every item was classified again. Attractive quality features with large CSC were shown in suitability factor. Must-be quality features with small CSC were mainly shown in functionality and fabric performance factors. These findings imply that manufactures of urban outdoor wear should not only maintain the production quality but also focus on suitability features to differentiate their product with previous products.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.8
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• pp.4950-4960
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• 2014

This study examined the factors affecting submarine crews' turnover intention. This study reviewed previous research-related turnover in military organizations. The measurement was designed based on the Kano model, which was originally used to survey the customers' satisfaction with a service or a product. The authors conducted a questionnaire survey of 408 submarine crew, from 1, Nov to 30, Nov, 2013. The results showed that the factors that impact the submarine crews' turnover were the sense of insecurity due to the a poor working environment of the submarine, physical risks due to the water pressure, anxiety due to the closed space, and insecure rank-limited promotion system. The paper discusses the implications of the results from the perspective of military social welfare and provides recommendations for setting up the policy for submarine crews' welfare based on the study result.

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