Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Potential Customer Satisfaction Improvement Index based on Kano Model

Kano 모델을 기반으로 한 잠재적 고객만족 개선지수

  • Lim, Sung-Uk (Department of Industrial and Management Engineering, Daejin University) ;
  • Park, Young-Taek (Department of Systems Management Engineering, Sungkyunkwan University)
  • 임성욱 (대진대학교 산업경영공학과) ;
  • 박영택 (성균관대학교 시스템경영공학부)
  • Received : 2010.06.08
  • Accepted : 2010.06.18
  • Published : 2010.06.30
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Abstract

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 requirement) 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. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

Keywords

References

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