Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Wordings of the Kano Model's Questionnaire

Kano 모델의 설문 워딩에 관한 연구

  • Song, HaeGeun (Department of Systems Management Engineering, Sungkyunkwan University) ;
  • Park, Young T. (Department of Systems Management Engineering, Sungkyunkwan University)
  • 송해근 (성균관대학교 시스템경영공학과) ;
  • 박영택 (성균관대학교 시스템경영공학과)
  • Received : 2012.10.05
  • Accepted : 2012.10.11
  • Published : 2012.12.31
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Abstract

Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings, we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand, and thus it results in more consistent with the direct classification.

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References

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