Kano 모델 기반의 잠재적 고객 요구 개선 지수의 개발 : 교육서비스 분야를 중심으로

서지정보

ㆍ발행기관 : 한국산업경영시스템학회 ㆍ수록지정보 : 산업경영시스템학회지 / 41권 / 1호
ㆍ저자명 : 이형준, 정영배

목차

1. 서 론
2. 이론적 배경
2.1 선행연구
2.2 7점 리커트 척도 품질 속성 분류 질문서
3. 연구방법
3.1 7점 리커트 척도를 이용한 교육서비스 품질속성분류
3.2 가중치를 고려한 품질속성 분류
3.3 가중치를 고려한 고객 만족 계수 계산
4. 잠재적 고객 요구 개선 지수
5. 결 론
References

영어 초록

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now.
However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character.
Timko calculated the customer satisfaction coefficient by using Kano’s method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient.
In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.1)

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