As the first step of risk management, risk identification is inevitable to understand the degree of work safety. However, the safety requirements can be divided in necessary factors and additional factors. Thus, we propose a safety requirements assessment model using Kano model derived from Herzberg’s two-factor theory, classifying safety requirements into ideal elements and must-be elements. The Kano model is usually applied to evaluate customer satisfaction divided into three major requirements in the fields of product development and marketing: attractive, must-be, and one-dimensional requirements. Among them, attractive requirement and must-be requirement are matched with ideal element and must-be element for safety requirement classification, respectively. The ideal element is defined as preventive safety elements to make systems more safe and the must-be element is referred to as fatal elements to be essentially eliminated in systems. Also, coefficients of safety measurement and safety prevention are developed to classify different class of safety requirements. The positioning map is finally visualized in terms of both coefficients to compare the different features. Consequently, the proposed model enables safety managers to make a decision between safety measurement and prevention.

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.

The environmental changes in the Korean cosmetic medical service industry in the 21st century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, ‘Consideration for customer benefits’ in empathy category was followed by ‘Immediate help’ and ‘Sincere response’ in responsiveness category, and ‘Understanding customer needs’ in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

This study examined the service quality attributes of the CVS (Convenient Store) packed meal products by applying the Kano model. The main survey was conducted by a research company using an online survey in the form of a selfadministered questionnaire. The 499 samples were limited to customers who had experienced CVS packed meal products within the last months. A total of 14 service quality attributes of the CVS premium packed meal products were categorized as four attractive qualities, one must-be quality, three one-dimensional qualities and six indifferent qualities. According to the Better and Worse quotient designed by Timko, ‘coupon and sales promotion event’, ‘healthy menu configuration’, and ‘balanced nutrition’ had higher levels of the Better coefficient. On the other hand, ‘hygiene and cleanliness’, ‘the delicious food’, and ‘fresh ingredients’ showed a higher Worse coefficient. The results also suggest that each service quality attribute is not a single dimension but a complex attribute. As a result, this research suggests that marketing practitioners should immediately identify consumer’s changing perception of quality to attract new customers and prevent existing customers from leaving in the CVS premium packed meal products segment.

중요도-만족도 분석방법은 만족도 향상을 위해 관리 우선순위를 선정할 수 있는 간단하고 효과적인 방법이다. 본 연구는 이중에서 IPA-Kano 모델을 적용하여 천연기념물의 방문 만족 속성과 관리 방안을 연계하고 방문 만족도 향상을 위한 관리 개선 우선순위 선정을 목적으로 한다. 방문 만족 속성 14개를 기본요소, 실행요소, 매력요소로 구분하고 요소별 성취도(만족도)에 따른 개선 우선순위를 도출하였다. 서천 마량리 동백나무 숲 관리의 기본요소는 ‘자연환경’, ‘안내소･안내직원’이며, 중요 실행요소에는 ‘아름다운 경관’, ‘탐방시설’, ‘숲의 관리상태’, ‘접근성’, ‘역사문화자원’이 해당된다. 매력요소는 ‘천연기념물의 가치’, ‘주변 관광지’, ‘적정 입장료’로 나타났다. 성취도에 따른 개선 우선순위는 ‘안내소･안내직원’ > ‘접근성’ > ‘자연환경’ > ‘탐방시설’, ‘역사문화자원’, ‘숲 관리상태’, ‘아름다운 경관’ > ‘적정 입장료’, ‘주변 관광지’ > ‘천연기념물의 가치’ 순으로 나타났다. 연구결과를 바탕으로 천연기념물 관리 시 한정된 자원과 예산, 인력을 효율적으로 배치하기 위한 우선순위를 제안하였다.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano’s method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.1)

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

본 논문에서는 Kano 분석을 통해 품질 역량 요소가 품질 개선에 미치는 영향을 분석한다. Kano 분석은 물리적 만족에 의한 고객 만족도의 변화를 효과적으로 설명하는 방법으로 어떠 특성요인의 제공여부와 그에 따른 고객의 만족관계를 분석하는 이원적 품질개념을 제시하고 있다. 즉, 서비스의 제공을 종축에 고객만족도를 횡축에 두고 개개의 서비스를 감동, 성능, 기본이라는 품질요소로 분류 하고 있다. 본 논문에서는 기능성, 신뢰성, 효율성, 사용성 등 8가지 소프트웨어의 품질역량 요소들에 대해 Kano 분석을 통해 특성요인을 분석하고 고객만족도 개선책을 제시한다.

As the industrial society develops, the management of the production line becomes more and more important. There are also diversifying Management methods by industry. In addition, National Competency Standards (NCS) have also been developed. As a result, It has been created standards for each job and provide education and training standards for industrial production management tasks. Customer satisfaction is an ever-growing concern of management throughout the world. In addition, Colleges are focusing on vocational education. Because of the opening of the education market, They are competing in various ways. And, To survive in this competition. They are making great efforts to improve the lecture satisfaction. If education is regarded as an industry, it can be classified as a representative service industry. Because it is formed as a perfect competition between colleges. And then in this paper, This will focus on the mechanical production Manager duties of industrial engineering department related NCS. This study also conducted empirical studies to analyze factors affecting the curriculum using the KANO analysis.

The purpose of this study was to use the Kano model to compare and analyze the educational service quality attributes of domestic and foreign culinary arts schools. For this purpose, a questionnaire-based survey was completed by 312 students who were studying in domestic and foreign culinary schools. The results of the study indicated that 23 of the total 25 attributes were significantly different between domestic and foreign culinary arts school.; the “minium 4 hour-kitchen class" and “mandatory internship program” were classified into “indifferent quality” for domestic schools and a “must-be quality” for foreign schools; “well-organized internship guidebook”, “kitchen class limited to 20 students”, “introducing the latest food or restaurant trends”, “library with the latest publications related to major”, “objective instructor's evaluation”, “detailed instructor's evaluation”, “instructor's field experience”, and “decent communication skills on the part of the instructor” attributes were classified into “attractive quality” for domestic schools and “must-be quality” for foreign schools; and “kitchen classes operated by block system”, and “foreign instructors for each ethnic cuisine” attributes were classified into “indifferent” and “attractive quality” for both domestic and foreign schools, respectively. Also, according to the Better and Worse quotient designed by Timko, there were more attributes for domestic school than for foreign school that scored over 0.5 in the Better category and fewer attributes for domestic than the foreign scored over 0.5 in the Worse category. The results also indicate that, students in foreign schools receive an educational service of better quality than students in a domestic school. As a result, this research suggests significant implications to develop culinary educational services.

This study used the methods of decision tree analysis, association rule analysis, and Kano’s model to explore the behavior patterns of mainland China tourists staying at the international tourist hotels in Taiwan. To this end, the data of their demographics, travel variables, overall satisfaction with the lodging experience, different service quality perceptions, and loyalty intentions were included. The decision tree analysis showed that a tourist’s overall satisfaction with the lodging experience, satisfaction with the quality of core intangible services, and certain demographic characteristics are three important determinants of tourist loyalty towards the hotels. In terms of the effect of demographics, the customers’ monthly income and length of stay at the hotel are two main determinants in this study. In addition, if the customer perceptions of different parts of hotel service quality are taken into account, among the five hotel service quality domains, core intangible services from the receptionist, housekeeping personnel, and food & beverage personnel are found to be important influences on hotel customer loyalty intention. In other words, high quality intangible services are important for luxury hotels to demonstrate their unique ability to help customers experience the service quality that creates loyalty intentions. With regard to the association rule analysis, the results showed that core intangible service aspects from the receptionist, housekeeping personnel, and food & beverage personnel are strongly associated with customer loyalty intentions, as are the tangible aspects of the reception and hotel room facilities. The former indicated that reception in the hotel lobby could be considered one of the most important servicescapes because of its impact in forming many of the first impressions of hotel guests, while the latter is treated as core offerings in hotels that would be encountered by most hotel customers. If the tourists are mainly from package tours, the intangible services and tangible facilities of these areas are the important areas to create customer satisfaction. However, if the tourists are mainly independent tourists because they have more time and free choice to stay at the hotel longer than the package tour tourists, the intangible services and tangible facilities of the entertainment or business centers would be even more important to these tourists than to the package tour tourists. With regard to Kano’s model analysis, the results showed that, based on mainland China tourists’ perceptions, most of the service elements fit into the category of one-dimensional quality attributes. This means that these service elements are positively and linearly related to customer satisfaction, and the greater fulfillment of the attribute results in a greater degree of satisfaction. This also means that hotels should make more effort to innovate their intangible services and tangible facilities to create business advantages in the market.

Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer’ requirements. Also, Kano model has been used to understand the customer’ requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer’ requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

I suggest a new method to determine the importance values of quality attributes which use the satisfaction index and dissatisfaction index of customer in Kano's model. A case study of TV set are solved by the proposed method and the result is compared with AHP pairwise comparisons and ASC(Average Satisfaction Coefficient). The results of the proposed method is similar with those of AHP pairwise comparisons and ASC. The proposed method is an effective tool to determine the importance values of quality attributes to supplement existing research's shortcomings.