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Managing quality attributes using customer satisfaction coefficient
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- 발행기관
- 대한안전경영과학회 바로가기
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- 간행물
- 대한안전경영과학회지 KCI 등재후보 바로가기
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- 통권
- 제19권 제1호 (2017.03)바로가기
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- 페이지
- pp.157-167
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- 저자
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- 언어
- 영어(ENG)
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- URL
- https://www.earticle.net/Article/A307515
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4,200원
원문정보
초록
- 영어
- The two-way quality theory has been widely used as a method for classifying quality attributes for several decades. In particular, the Kano model that classifies attributes into not just conventional one-dimensional but must-be and attractive has gained popularity due to its applicability and ease of use. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear meanings. This study proposes a new two-way model to classify attributes using 5-point Likert scale alternatives. For this, the current paper investigated a case of TV sets to examine how the proposed model works in comparison with the Kano model. The application results of the proposed model are different from the original one. The two-way model classifies quality attributes in more detail such as the “one-dimensional with an attractive tendency” attribute, which has a greater influence on satisfaction than dissatisfaction, the opposite “one-dimensional with a must-be tendency” attribute, and “highly one-dimensional” and “less one-dimensional” attributes. In this study, a potential satisfaction coefficient (PSC), a potential dissatisfaction coefficient (PDC), and an average potential coefficient (APC) to manage quality attributes are proposed and discussed for their utilization.
목차
Abstract
1. Introduction
2. A two-way model using 5-point Likert scale
2.1 Classification of quality attributes
2.2 Managing quality attributes
3. A case study of TV sets
3.1 Quality attributes
3.2 Data collection
3.3 Data analysis
4. Results and discussions
4.1 Application results of the Kano model
4.2 Comparison of the two models
4.3 Managing quality attributes using APC
5. Concluding Remarks
6. References
키워드
The Kano model 5-point Likert scale questions Potential Satisfaction Coefficient (PSC) Potential Dissatisfaction Coefficient (PDC)저자
간행물 정보
발행기관
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- 발행기관명
- 대한안전경영과학회 [Korea Safety Management & Science]
- 설립연도
- 1999
- 분야
- 공학>안전공학
- 소개
- 안전경영에 관한 학문과 기술을 발전,보급,응용하여 안전기술 및 관리기술의 진흥에 공헌하며, 재해예방을 통한 안전사회의 구현을 그 목적으로 함.
간행물
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- 간행물명
- 대한안전경영과학회지 [Journal of Korea Safety Management & Science]
- 간기
- 계간
- pISSN
- 1229-6783
- eISSN
- 2288-1484
- 수록기간
- 1999~2025
- 십진분류
- KDC 530 DDC 620
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