• 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.

• International Commerce and Information Review
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• v.18 no.4
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• pp.55-78
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• 2016

In this study, service quality attributes of uTradeHub were classified based on the Kano model, and quality attributes that should be managed in priority to improve the service quality of uTradeHub were investigated using Timko's customer satisfaction coefficient(CSC) and average satisfaction coefficient(ASC). The results of the study are summarized as follows. First, as a result of classifying service quality attributes based on Kano model, 12 one dimensional qualities, 5 must-be qualities, 2 indifferent qualities were deducted, and many quality attributes of uTradeHub service were confirmed to be one dimensional quality to which is needed to be paid attention and paid more detailed attention to enhance service quality. Second, in the analysis result using Timko's customer satisfaction coefficient, "post processing for problems and complaints", "cost reduction", "efficiency of business processing" were ranked in the top of satisfaction coefficient, and they found to be quality attributes that customer satisfaction increases when service quality was satisfied. While, "post processing for problems and complaints", "interaction", "ability to respond promptly when problems occur" were ranked in the top of unsatisfaction coefficient, and they were analysed to be quality attributes that customer complaints increase when service quality was unsatisfied. Third, in the result of analyzing the quality attributes that should be managed in priority to improve the service quality of uTradeHub based on the average satisfaction coefficient(ASC), "post processing for problems and complaints", "cost reduction", "useful information" were ranked in the top 3, and they were classified as quality attributes that the satisfaction level increases more when they are improved than now, but the satisfaction level decreases when they are worsen.

• IE interfaces
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• v.20 no.4
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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.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.51-61
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• 2020

The study aims to compare whether using Earnings Response Coefficient (ERC) is better than using the new concept of Accounting Earnings Response Coefficient (AERC) in determining the earnings quality response coefficient value. Also, the study seeks to explain the effect of company characteristics and corporate governance on AERC through voluntary disclosure and information asymmetry. Research samples include 69 manufacturing companies listed on the Indonesian Stock Exchange over the period 2014-2017. The data come from annual reports, stock market prices, CSPI, EPS, stock returns and market returns. The research model is tested using the structural equation model (SEM) with partial least square (PLS). The results showed the value of the earnings response coefficient produced by AERC and ERC was different. Earnings quality resulting from AERC regression by adding CFO values better reflects the actual earnings quality. These results are consistent with the concept built from the proposition about earnings quality at AERC, that quality earnings are informative accounting earnings. The theoretical findings of this study provide an explanation that operational cash flow plays a role in evaluating earnings quality, while providing reinforcement that the ERC regression model fails to detect stock market reactions to information relevant to the aggregated values of accounting earnings.

• Journal of the Korea Safety Management & Science
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• v.19 no.3
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• pp.137-150
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• 2017

Logistic enterprises want to be competitive enterprises in fierce logistic market and worry about the securement of discriminative competitiveness for it. The standards for the judgement of logistic industry's maintenance of competitiveness are not only economic feasibility of logistic costs but also the satisfaction of users because well-established service system for variety and enhancement of logistic needs. Some of the quality attributes sufficiently satisfy expectation of customers, but not guarantee high-quality satisfaction. Therefore, it's difficult to grasp quality attributes with the existing approach of perceived service quality. Quality attribute model suggested by Kano is widely used as the concept is accurate, there is high possibility to be used at the stage of product/service planning, and it can be easily applied. Kano model has a limitation that quality attributes are classified with mode and the differences between strong property of the quality attribute and week property in quality attributes were ignored. Therefore, Timko calculated customer satisfaction coefficient with the result of Kano's survey and effects of customer satisfaction and unsatisfaction through relations between satisfaction coefficient and unsatisfaction coefficient. The purposes of this study are to use ASC, the average of satisfaction coefficient and unsatisfaction, as the satisfaction of quality characteristics, decide the importance of quality characteristics with TOPSIS, a representative multi-standard decision-making method, and calculate strategy improvement propriety of logistic service quality.

• 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 the Korea Safety Management & Science
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• v.19 no.1
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• pp.157-167
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• 2017

The two-way quality theory has been widely used as a method for classifying quality attributes for several decades. In particular, the Kano model that classifies attributes into not just conventional one-dimensional but must-be and attractive has gained popularity due to its applicability and ease of use. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear meanings. This study proposes a new two-way model to classify attributes using 5-point Likert scale alternatives. For this, the current paper investigated a case of TV sets to examine how the proposed model works in comparison with the Kano model. The application results of the proposed model are different from the original one. The two-way model classifies quality attributes in more detail such as the "one-dimensional with an attractive tendency" attribute, which has a greater influence on satisfaction than dissatisfaction, the opposite "one-dimensional with a must-be tendency" attribute, and "highly one-dimensional" and "less one-dimensional" attributes. In this study, a potential satisfaction coefficient (PSC), a potential dissatisfaction coefficient (PDC), and an average potential coefficient (APC) to manage quality attributes are proposed and discussed for their utilization.

• Korean Journal of Air-Conditioning and Refrigeration Engineering
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• v.11 no.2
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• pp.215-223
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• 1999

Evaporation heat transfer coefficient and pressure loss were measured for three different micro-fin tubes and a smooth tube. The experiments were carried out with R-22 over a wide range of vapor Quality, mass velocity and heat flux. Heat transfer coefficient of the tube with slightly modified fin shape was found to be higher than that of the commercial reference tube by 60%. The improvement of heat transfer has been achieved without noticeable increase of pressure loss. Heat transfer coefficient was increased with increasing quality, refrigerant mass flux, and heat flux. However, the effect of refrigerant mass flux and heat flux was not great. Heat transfer coefficient at bottom was lower than that at top of the tube in low quality region, which suggested the existence of stratification in the micro-fin tube. Pressure drop was linearly increased with increasing refrigerant quality and was proportional to about square of mass flux.

• Journal of Korean Society for Quality Management
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• v.26 no.1
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• pp.108-125
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• 1998

The EWMA(Exponentially Weighted Moving Average) has recently received a great deal of attention in the quality control literature as a process monitoring tool on the shop floor of manufacturing industires, since it is easy to plot, to interpret, and its control limits are easy to obtain. Most a, pp.ications of the EWMA for process monitoring have concentrated on the problem of detecting shifts of a process mean and a process standard deviation with ARL(Average Run Length) properties. But there may be the necessity of controlling linearity on product quality such as the correlation coefficient to the process operator. Control managers may want to protect the increase of a process correlation coefficient value, such as 0, between two variables of interest. However, there are few studies concerned on this part. Therefore, we propose EWMA models for a process correlation coefficient using two transformed statistics, T-statistic and (Fisher's) Z-statistic. We also present some results of simulation by SAS/IML and compare two models.

• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.63-72
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• 2018

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.