원문정보
Propose new methodology based on Kano's Model
초록
영어
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 requirements 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. As there were a few limitations on the Kano's method and on the Timko's customer satisfaction index method. The objective of this study is to provide improved methodology based on the Kano's method. One case studies are solved by the proposed method.
목차
1. 서론
1.1 연구 배경 및 목적
2. Kano 모델과 고객만족계수
2.1 Kano 모델을 이용한 품질속성의 분석
2.2 고객만족계수
3. Kano 모델과 고객만족계수를 이용한 강의만족도에 영향을 주는 품질속성분석
3.1 Kano 분석결과
3.2 고객만족계수 활용
4. KANO모델을 기반으로 한 품질속성 평가방법
4.1 두 모비율 차에 대한 신뢰구간 계산
4.2 동일 품질속성에서의 중요도 계산
5. 결론
6. 참고문헌