Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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An Empirical Comparative Analysis Between Kano and Improved Kano Methods

Kano 품질속성 평가방법론들의 실증적 비교분석

  • Yoon, Jae-Wook (School of IndustrialManagement Engineering, Hankuk University of Foreign Studies) ;
  • Lee, Hee-Young (School of IndustrialManagement Engineering, Hankuk University of Foreign Studies)
  • 윤재욱 (한국외국어대학교 산업경영공학부) ;
  • 이희영 (한국외국어대학교 산업경영공학부)
  • Published : 2009.12.31
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Abstract

Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be, One-dimensional quality attributes. As there were a few limitations on the Kano's method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods are superior to the original Kano's method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality attributes on University services. For the analysis of the questionnaire formats, the Kano's original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of evaluation methods, the original Kano and Timko's method using the evaluation table are more effective than quantifying methods, Domouchel and Lim's methods.

Keywords

References

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