Determining relative importance among many quality attributes under financial constraints is an important task. The weighted value of an attribute particularly in QFD, will influence on engineering characteristics and this will eventually influence the whole manufacturing process such as parts deployment, process planning, and production planning. Several scholars have suggested weighting formulas using CSC (Customer Satisfaction Coefficient) in the Kano model. However, previous research shows that the validity of the CSC approaches has not been proved systematically. The aim of the present study is to address drawbacks of CSC and to develop APC (Average Potential Coefficient), a new approach for weighting of quality attributes. For this, the current study investigated 33 quality attributes of e-learning and conducted a survey of 375 university students for the results of APC, the Kano model, and the direct importance of the quality attributes. The results show that the proposed APC is better than other approaches based on the correlation analysis with the results of direct importance. An analysis of e-leaning’s quality perceptions using the Kano model and suggestions for improving e-learning’s service quality are also included in this study.

• 송해근(성균관대학교 시스템경영공학과) | Hae Geun Song Corresponding Author