• 한국의류학회지
• /
• 제38권3호
• /
• pp.355-371
• /
• 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.

• 품질경영학회지
• /
• 제31권3호
• /
• pp.98-113
• /
• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• 한국정보과학회논문지:소프트웨어및응용
• /
• 제37권3호
• /
• pp.161-169
• /
• 2010

요구사항 추출 활동은 다양한 이해당사자의 요구를 요구사항으로 추출하고 협상을 위한 정보를 생성하는 사전 준비 작업이다. 그러나 현재 고객으로부터 요구사항 수집을 위한 기법은 다수 존재하고 있으나, 요구사항 분류와 협상을 위한 정보 제공에 대한 연구는 부족한 실정이다. 본 연구는 요구사항을 분류하고, 협상을 위한 정보를 식별하는 기법에 대한 연구이다. 본 연구는 요구사항 분류를 위해 Kano 모델과 통계 기법을 활용하였으며, 협상을 위한 정보를 생성하기 위해 요구사항과 문제의 관계를 고려하였다. 제안한 기법에 대한 시뮬레이션, Rough Set Theory, 사례 검증을 수행하여 제안한 방법의 타당성을 검증하였다.

• 대한안전경영과학회지
• /
• 제20권1호
• /
• pp.41-55
• /
• 2018

For several decades, attribute classification methods using the asymmetrical relationship between an attribute performance and the satisfaction of that attribute have been explored by numerous researchers. In particular, the Kano model, which classifies quality attributes into 5 elements using simple questionnaire and two-dimensional evaluation table, has gained popularity: Attractive, One-dimensional, Must-be, Indifferent, and Reverse quality. As Kano's model is well accepted, many literatures have introduced categorization methods using the Kano's evaluation table at attribute level. However, they applied different terminologies and classification criteria and this causes confusion and misunderstanding. Therefore, a criterion for quality classification at attribute level is necessary. This study is aimed to suggest a new attribute classification method that sub-categorizes quality attributes using 5-point ordinal point and Kano's two-dimensional evaluation table through an extensive literature review. For this, the current study examines the intrinsic and extrinsic problems of the well-recognized Kano model that have been used for measuring customer satisfaction of products and services. For empirical study, the author conducted a comparative study between the results of Kano's model and the proposed method for an e-learning case (33 attributes). Results show that the proposed method is better in terms of ease of use and understanding of kano's results and this result will contribute to the further development of the attractive quality theory that enables to understand both the customers explicit and implicit needs.

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

• 한국산업융합학회 논문집
• /
• 제27권4_1호
• /
• pp.759-769
• /
• 2024

The Kano model, a two-dimensional quality theory, is widely used as a useful tool for measuring potential customer requirements by utilizing the concept of the Potential Customer Satisfaction Coefficient (PCSC). There is growing evidence that the PCSC, comprising the Potential Satisfaction Coefficient (PSC) and Potential Dissatisfaction Coefficient (PDC) and utilizing Kano's four quality dimensions (A, O, M, and I), can be particularly useful in determining the relative importance of quality characteristics in IPA. Despite prior studies utilizing the PCSC concept for characterizing importance, attempts to determine the relative significance among quality dimensions have been relatively scarce. This study aims to use PCSC and IPA to demonstrate which quality dimension is more significant than the others. The author analysed 32 Kano related articles, encompassing 34 cases, using IPA. The results indicate that the proposed equations are valid for assessing characteristic importance, with O or M is perceived as more important than A or I.

• 한국의류학회지
• /
• 제32권5호
• /
• pp.729-740
• /
• 2008

The purposes of this study are to identify service quality elements using Kano's theory, and to examine differences in service quality characteristics among apparel store types. Women over 20 years-old from metropolitan areas in South Korea participated in the study and a quota sampling method was used. The questionnaire was composed of three sections; importance of quality, degree of satisfaction, and demographic factors. Data from 525 questionnaires were used for the statistical analysis. The results were as follows: First, four factors of service quality(sales person, variety of goods, policy, and facilities) were identified. According to Kano's quality elements, sales person was categorized into both one-dimensional quality and must-be quality, and variety of goods, policy, and facilities categorized into attractive quality. Second, sales person, in all store types, was included in one-dimension quality elements and sales person and variety of goods, in local store, were included in attractive quality element. Service policy, in chain store and local store, was included in attractive quality element. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the store service strategies.

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

• Journal of Information Technology Applications and Management
• /
• 제28권1호
• /
• pp.95-110
• /
• 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.

• 한국의류학회지
• /
• 제31권5호
• /
• pp.765-776
• /
• 2007

Customer expectations and requirements for products play an important role in product planning for companies and decision making process for the consumer. These expectations are expressed by product qualities that consumers consider important when they purchase. Therefore, to identify quality elements that reflect consumer requirements would be a useful guide for companies. The purposes of this study are to find out quality factors of apparel product, to identify apparel product quality elements using Kano's theory, to find attributes of product which improvement are required. Women over 20 years-old from metropolitan areas in South Korea participated in the study and a quota sampling method was used. A questionnaire was arranged with four separate subject sections, importance of quality, Kano's questionnaires, and demographics. Data from 525 questionnaires were used for the statistical analysis. The results were as follows: Six dimensions of product quality(i.e., usefulness, performance, aesthetic, symbol, individuality and appearance) were identified. According to Kano's quality elements, performance was categorized into must-be quality which could lead to product dissatisfaction. Usefulness and appearance were categorized into one-dimensional quality which lead to both satisfaction and dissatisfaction. Aesthetic, symbol, and individuality was categorized into attractive quality which could lead to satisfaction. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the product development process.