Earticle

초록

영어

Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement. However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up', 'Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcation lines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates the Slack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfaction model. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'s study, and conducted a survey of 280 university students for the results of Kano' model and the importance and satisfaction of the quality attributes. The results show that the proposed model enables the business managers to prioritize the quality attributes for improvement through the interpretation on the continuous diagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance of attributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of the existing IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis between the Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 Kano 모델의 고객만족 계수를 이용한 품질 속성의 중요도 결정
  2.2 중요도-만족도 분석
  2.3 Slack(1994)의 중요도-성과 메트릭스
  2.4 본 연구에서 제안하는 수정 중요도-만족도 분석
 3. 연구조사 방법
  3.1 스마트폰의 품질 속성 선정
  3.2 설문 및 데이터 수집
 4. 결과분석
  4.1 중요도 결정 방식의 비교 분석
  4.2 ASC와 직접 중요도에 의한 중요도-만족도 분석 비교
  4.3 수정 중요도-만족 분석 결과
 5. 결론
 6. 참고문헌

키워드

저자

• 송해근 [ Hae-Geun Song | 성균관대학교 시스템경영공학과 ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620