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.

본 논문에서는 상수관로의 개량(교체또는갱생) 우선순위를 결정하는데 있어서 평가되어야 할 인자 또는 요소를 관로의 파손이 전체관망에 미치는 영향 및 개별관로의 특성으로 구분하였고, 이들을 퍼지기법을 적용하여 정량적으로 산정할 수 있는 모형을 개발하였다. 퍼지기법으로 산정되는 관로의 파손이 전체관망에 미치는 영향을 관로의 퍼지 중요도로 정의하였으며, 개별관로의 특성은 관로의 퍼지 특성도로 정의하였다. 퍼지 특성도는 다시 퍼지 노후도 및 퍼지 난이도 등으로