• 산업경영시스템학회지
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• 제36권1호
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• pp.70-77
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• 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.

• 응용통계연구
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• 제27권2호
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• pp.197-209
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• 2014

본 연구는 골프장 이용객을 대상으로 골프장의 선택속성과 서비스품질, 서비스가치, 고객만족과 고객충성도 및 재방문 구전효과간의 관계를 실증분석 하였다. 골프장선택속성인 편리성, 비용적절성, 코스상태, 서비스 등이 서비스품질, 서비스가치, 고객만족, 고객충성도에 유의한 영향을 미치는 것으로 나타났다. 서비스 품질 요인이 서비스가치, 고객만족 고객충성도에서도 유의한 영향을 미치는 것으로 나타났다. 고객만족이 고객충성도에 유의한 영향을 미치는 것으로 추정되었다.

• 대한설비관리학회지
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• 제23권4호
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• pp.65-75
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• 2018

Importance-Performance Analysis(IPA) holds the assumption that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear. Therefore, IPA can be applied to the traditional one-dimensional attributes, not to other quality elements such as attractive or must-be attributes. To overcome this problem, several articles introduced methods that integrate IPA into the concept of two-dimensional quality. However, these articles are rather conceptual focusing on the differentiation of quality attributes depend on quality elements in IPA. To provide empirical evidence of the dependent relationship between attribute importance and satisfaction in IPA, this study introduces a weighted importance approach and provides validation method using Bacon's priority model, a regression model. For this, the current research investigates 23 quality attributes of TV set for the results of Kano's model, which are adopted from Kim et al., and conducted a survey of 118 university students for the results of the importance/satisfaction and improvement priority. The result of the proposed approach shows better result than those using the conventional way, based on R-square of the regression model.

• 산업경영시스템학회지
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• 제37권3호
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• pp.75-81
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• 2014

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko's customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.

• 한국통신학회논문지
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• 제39B권12호
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• pp.842-855
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• 2014

스마트폰 시장이 성숙기에 들어서면서 새로운 성장동력으로 웨어러블 컴퓨터가 주목받고 있다. 웨어러블 컴퓨팅 시스템은 무선 네트워크 기술, 임베디드 기술, 센서 기술, 신소재 기술 등 다양한 기술의 복합적인 융합체이다. 이러한 특징들은 기존의 소프트웨어가 가지고 있는 품질특성 이외에 활용성, 이동성 등의 특성을 내포하고 있기 때문에 국제표준인 ISO/IEC 9126의 표준만으로 정확한 품질 평가를 하기에는 어려움이 따른다. 본 논문에서는 이러한 필요성에 따라 기존의 ISO/IEC 9126과 웨어러블 컴퓨팅의 특징에 의해 도출된 품질특성을 추가해 웨어러블 컴퓨터 품질평가모델을 제안하였다. 웨어러블 컴퓨터 품질평가모델의 개발을 위해 웨어러블 컴퓨터의 기능적 요구사항과 품질특성을 도출하여 메트릭과 품질 기준을 제안하였다. 본 연구에서는 시나리오에 제안된 모델을 적용하고 S사, L사, G사의 웨어러블 기기의 품질을 비교하여 품질평가모델의 실용성을 확인하였다. 본 연구에서 제안한 평가모델은 웨어러블 컴퓨터의 품질평가를 위한 가이드라인으로 활용할 수 있을 것으로 기대된다.

• International Journal of Quality Innovation
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• 제3권2호
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• pp.183-198
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• 2002

The purpose of this research is mainly to make an analysis and comparison of the purchasing behaviors of consumers in Mainland China and Taiwan. We precede this research with a questionnaire survey. In Mainland China, we targeted consumers of 10 department stores of the Parkson Plaza Co., Ltd. that are located in 10 different cities. In Taiwan, we selected 3 department stores of the Far Eastern Department Stores in 3 cities. The results of this analysis indicate the importance of quality attributes to the consumers for both Mainland China and Taiwan, albeit with some differentiations. The consumers in China are more focused on the merchandise for example as well as imitation, quality and price. Contrarily, the consumers in Taiwan are more attentive to service quality and parking Issues. On the level of evaluation of satisfaction, the differences are not so obvious for both sides. For example, the quality attributes of “No imitation products” and “Friendly servers” are ranked as the most satisfactory items for both sides. Generally speaking, the service quality of Taiwan's department stores is very outstanding. There are also some differences in the areas of lesser satisfaction between consumers of China and Taiwan. The consumers in China identified the quality attribute “the designs of merchandising, display and the usage of each floor” as the most dissatisfactory item, while the performance on this quality attribute is well accepted by the consumers of Taiwan's department stores. Another contradiction is that Taiwan's consumers are more concerned about “Parking”; this quality attribute obtained much less attention from the consumers in Mainland China. From the analysis of determinants that will have impacts on the willingness of customers to buy again, we found that the viewpoints of consumers from both sides are quite similar. The two main factors are “quality of merchandise” and “service quality”. However, the consumers in Mainland China care more about “the price of merchandise”; this is less important to the consumers in Taiwan. We may conclude from the importance and satisfaction level of the quality attributes and determinants for return customers that differences are caused mainly by the different management of the department stores and the different living circumstances of people across the straights.

• 산업경영시스템학회지
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• 제27권4호
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• pp.94-104
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• 2004

This paper proposed a new method to evaluate service quality attribute of perceived service quality in public sectors, using triangle fuzzy numbers and hamming distance. Our method measured the ratio of the expected and perceived service for the customers' perceived service quality. By using fuzzy numbers, This method not only overcomes linguistic variable problems but also provides more objective and direct information for service quality attributes. The discrepancy rate between expected service and perceived service that is perceived service quality is evaluated by hamming distance. To evaluate the discrepancy rate from hamming distance, we induced general solutions to compute the intersection area between two triangle fuzzy numbers and the weak or strong attributes in public sectors are clarified.

• 품질경영학회지
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• 제50권4호
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• pp.863-876
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• 2022

Purpose: The purpose of this study is to propose the product quality satisfaction index based on multiple linear regression using customer reviews. Methods: The proposed framework is composed of four steps. First, we collect online reviews and divide it into insight phrases. The insight phrases are classified using product attribute dictionary and sentiment analysis is conducted. Second, the importance of attributes is calculated in consideration of both regression coefficient and frequency. Third, the positive rate is calculated concerning sentiment analysis result. Therefore, the quality satisfaction index is measured by the weighted sum of importance and positive rate in the last step. Results: We conduct a case study using 2-years(2020, 2021) of Samsung TV reviews to confirm the effectiveness of the proposed methodology. As a result, we found that Picture quality is the most crucial attribute in TV evaluation. The importance of Gaming and content has grown up as the positive rate has also increased. Therefore, the overall satisfaction of TV has increased in 2021 compared to 2020. Conclusion: The result of this study shows that the proposed index reveals the customer's mind efficiently and can be explained by the importance and positive rate of each attribute. By using the proposed index, companies are able to improve and the priority of improvement can be determined.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2008년도 추계학술대회
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• pp.161-165
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• 2008

This paper introduces three continuous sampling plans by attribute. Revised KS standards for acceptance samplings such as KSA ISO 2859-3, 4 : 2001 and 21247 : 2007 are presented. These plans are based on skip-lot, DQL(Declared Quality Level) and VL (Verification Level).

• 품질경영학회지
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• 제9권1호
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• pp.40-45
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• 1981

This paper deals with an economical sampling plan, recently being concentrated on and, namely, investigates how to determine the basic concepts to settle the sampling plan of a minimum cost. On an inspection of sampling, a Linear Cost Model of a cost function which is concerned with the representative cost dements, is established and by the investigation of its possible solution economical single sampling plan for recitying inspection by attribute is suggested.