Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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Propose new methodology based on Kano's Model

KANO모델을 기반으로 한 품질속성 평가방법론 제안

  • Cho, Yong-Wook (Dept. of Technology & Systems Management, Induk University)
  • 조용욱 (인덕대학교 테크노경영학과)
  • Received : 2013.01.20
  • Accepted : 2013.03.09
  • Published : 2013.03.31
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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 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.

Keywords

References

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