Various non-face-to-face services are being activated due to the influence of the Corona 19 virus around the world. However, unlike the rapid development of delivery services, social awareness of delivery services is causing many problems. Therefore, in this study, we analyze the quality attributes of delivery services from the consumer's point of view, and based on the results, we try to derive a direction for service improvement. In this study, quality factors were established through interviews and surveys with actual consumers, and quality attributes were classified through the Kano model and Timko’s customer satisfaction coefficient. “Attractive” is (‘Ease of ordering, Accurate delivery to the designated place’), “One Dimensional” is (‘Variety of payment methods, Accurate delivery on time, Accurate delivery of ordered food, Degree of non-deformation of packaging conditions, etc., Convenience of use time’), “Must be” is (‘Kindness of the delivery person’), “Reverse” is (‘provision of services, service response to order discrepancies’). This study has academic significance in that it compensated for the disadvantage of not being able to interpret the mathematical meaning of the Kano model with Teamco’s customer satisfaction coefficient. It also has practical implications in that it provides an indirect clue to future improvement directions.

1. 서 론
2. 이론적 배경
    2.1 배달 서비스
    2.2 Kano 모형
    2.3 Timko의 고객 만족 계수
3. 연구설계
    3.1 품질요소 및 설문구성
    3.2 인구통계학적 특성
4. 분석결과
    4.1 Kano 분석 결과
    4.2 Timko 분석 결과
5. 결 론
References

• JaeHoon Choi(경북대학교 경영학부) | 최재훈
• Pansoo Kim(경북대학교 경영학부) | 김판수 Corresponding Author