• International Journal of Quality Innovation
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• 제4권2호
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• pp.101-122
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• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• International Journal of Quality Innovation
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• 제10권2호
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.291-309
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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 developed 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.

• 품질경영학회지
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• 제38권2호
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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.

• 한국조리학회지
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• 제6권3호
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• pp.57-81
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• 2000

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediating variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes. the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized as follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived quality, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• 대한산업공학회지
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• 제32권2호
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• pp.153-162
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• 2006

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. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

• 한국유통학회지:유통연구
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• 제3권1호
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• pp.31-54
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• 1998

The purpose of this research is three-fold; 1, establish the causal model of market-orientation, customer satisfaction, employee satisfaction and firm's perfor-mance. 2. testify the hypothesis derived by the model on a service industry of fastfood franchise. 3. develop the diagnostic tool for managing the service firm from the perspective of CS. The results show us; 1. customer satisfaction increases the performance of franchise store. 2. employee satisfaction does not necessarily increases customer satisfaction in a short-run, however the long-run impact of employee satisfaction on customer satisfaction is conjectured to be increased. 3. Satisfaction Portfolio Analysis can be utilized as management tool to improve the customer satisfaction and employee satisfaction for service industry.

• 산업공학
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• 제20권4호
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• 품질경영학회지
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• 제45권2호
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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.

• 한국조사연구학회:학술대회논문집
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• 한국조사연구학회 2000년도 추계학술대회 발표논문집
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• pp.7-19
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• 2000

고객만족의 중요성과 함께 고객만족도를 측정하여 활용하려는 업계의 노력이 눈에 띈다. 서로 다른 방법으로 측정되고 있는 업계의 고객만족도 조사실태를 감안할 때 고객만족도 조사의 발전은 매우 필요한 이슈일 것이다. 본 고는 업계의 주요 만족도 조사가 어떻게 이루어지는 지를 ACSI (American Customer Satisfaction Index)를 중심으로 간략히 살펴보았으며, 만족도 모델에 바탕이 될 수 있는 고객만족이론을 간략히 검토하였다. 또한 서울시가 투자한 일부 공공기관의 고객을 대상으로 측정한 고객만족과 선행변수와의 관계에 대한 실증분석 결과를 제시한 후, 그 결과와 ACSI 모델을 적용하는 데에 관하여 논의하였다.