This paper is a follow up to the previous study which reveals that smartphone users are divided into three subcategories according to their usage characteristics. In this paper, these groups are called as ‘general’, ‘entertainment’, and ‘work-assistant’, taking into account their respective characteristics. The ‘general’ is a group whose smartphone usage characteristics are not focused on a specific purpose, the ‘entertainment’ is focused on music, internet, SNS, picture, and e-banking, and the ‘work-assistant’ is on work, GPS, diary. Inter-relation between the importance and satisfaction for the purchase determinants to the groups is investigated. In addition, Kano analysis of quality attributes is also performed, which includes quality type, satisfaction/dissatisfaction index, and PCSI (Potential Customer Satisfaction Improvement) index. The analysis result are as follows. Firstly, inter-relation between importance and satisfaction differs by user group. ‘Internet’, ‘Ease of use’, and ‘Performance’ purchase determinants are evaluated as competitive determinants in ‘work-assistant’ user group. Secondly Kano quality types of quality characteristics also differs by user group. ‘Application’ was classified as an attractive (A) types to ‘entertainment’ group and so on. ‘Internet’ ‘Failure/Bug’, ‘Touch response rate’ and ‘Charging’ are located in ‘Nice’ Region of S-PCSI Diagram and have to be considered as strategic quality characteristics. The results of this study is expected to give some helps in establishing a customer tailored quality strategy.

1. 서 론
2. 연구배경
    2.1 스마트폰의 구매 결정요인
    2.2 스마트폰의 품질특성
    2.3 Kano 모형
3. 실증 자료 구축
4. 분석
    4.1 사용자 용도특성
    4.2 구매결정요인의 중요도 및 만족도
    4.3 품질 특성의 카노분석
5. 결 론
References

• Jung-Sik Hong(서울과학기술대학교 글로벌융합산업공학과) | 홍정식
• Sang Cheon Lee(경상대학교 산업시스템공학부/공학연구원) | 이상천 Corresponding Author
• Jong Hun Park(대구가톨릭대학교 경영학부) | 박종훈