• Journal of Korean Society for Quality Management
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• v.38 no.2
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• pp.248-260
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.3-7
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• 2006

현대 기업은 경영 전략의 방향 및 평가를 위하여 고객만족도를 조사한다. 특히 서비스업에서는 많은 경우 SERVQUAL 점수를 이용하여 고객만족도를 평가한다 SERVQUAL은 고객의 기대와 지각의 차이를 조사하여 고객만족도를 평가하며 22 개의 평가항목은 5가지의 품절특성 (유형성, 신뢰성, 대응성, 확신성 공감성)에 대한 SERVQUAL 접수로 산출된다. WSERVQUAL 접수는 SERVQUAL 점수에 단순평균방식과 상대적 중요도를 가중한 가중접수로 계산되는 방법으로 상대적 중요도를 파악하기 위하여 기존에서는 중요도에 대한 고객의 의견을 파악하여 적용하였으나 본 논문에서는 임성욱의 잠재적 고객만족 개선지수 (PCSI Index)를 적용하여 고객의 향후 잠재적 만족개선정도에 관한 내용을 포함한 가중치를 산정할 수 있는 방법론을 제시하였다.

• The Journal of the Korea Contents Association
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• v.20 no.6
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• pp.342-353
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• 2020

The purpose of this study is to identify priority factors for improving service quality of cosmetic stores in drug stores(DRS) and department stores(DES) and to provide basic data for improving service quality of cosmetic stores by analyzing the service quality based on the Kano model and the Potential Customer Satisfaction Improvement (PCSI) Index. As a result, most items of quality factors of cosmetic stores in both stores were evaluated as attractive quality factors. As a result of PCSI Index comparison, the quality factors of 'Reliability', 'Responsiveness', and 'Empathy' items for DRS and 'Empathy' and 'Reliability' items for DES had higher priority for improvement. That is, if these factors are improved, there is a high potential to improve customer satisfaction. Through this study, practical implications were provided by identifying service quality factor classification and priorities for customer satisfaction improvement of DRS and DES. This is expected to contribute to the guidelines for improving customer satisfaction in the future.

• Journal of Korean Society for Quality Management
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• v.45 no.2
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• Journal of Korean Society for Quality Management
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• v.51 no.1
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• pp.37-54
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• 2023

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions. Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data. Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past data Conclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.

• Journal of the Korea Society of Computer and Information
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• v.26 no.11
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• pp.255-261
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• 2021

In Korea, there are a total of 8 creative cities selected by UNESCO in 7 fields. UNESCO creative city refers to a network of creative cities with international level of experience, knowledge, and expertise in the field of culture and arts. Based on the PCSI 2.0 model, this study conducted a satisfaction survey of experts on Daegu's Creative City. Variables were composed of service quality, social responsibility, inconsistency, satisfaction and performance, and service quality was measured by dividing it into three categories: content quality, delivery quality, and environmental quality. Therefore, this study verified that the three types of quality, social responsibility, and inconsistency affect satisfaction, and that satisfaction affects performance. As a result of the study, it was found that the three service quality did not directly affect satisfaction, but rather affected satisfaction through inconsistency. So, 3 out of 10 hypotheses were rejected.

• Journal of the Korean Society of Costume
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• v.61 no.1
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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.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.38-45
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• 2006

To be competitive, long-range planning and customer satisfaction must be integrated into the company's strategic management objectives. In order to deal with this challenge, an organization must develop an effective marketing policy. It should take into consideration the needs and demands of customers and business strategy. Many companies want to develop a strategic planning framework for policy marketing. And they think that an effective marketing policy must be based on the principles of quality attributes and customer orientation. This paper proposes an integrated approach Kano Analysis, quality function deployment, Potential Customer Satisfaction Index to choose strategic marketing.

• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.329-344
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• 2020

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.8-13
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• 2006

In this paper, we try to find success factor to satisfy Female Customer of a Family Restaurant We survey Female Customers Requirement and make a Questionnaire based on Female Customer by interview and internet Homepage. We find Potential customer satisfying factor by using Kano Analysis and Timko's CS coefficient and Potential Customer Satisfactionv improvement Index(PCSI) which is suggested by Leem represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. We also discuss how to use this result, we hope our result to apply customer satisfying many fields not only Family Restaurant.