Earticle

본 연구는 주간보호센터 서비스 품질 개선 요인을 탐색하기 위해 Kano 모형을 이용하여 서비스 품질 속성을 분석하고 이용자의 만족과 불만족에 미치는 영향을 파악하여 서비스 품질 개선에 도움을 주고자 한다. 부산시 K구 소재의 주간보호센터 이용자 30명을 대상으로 33개의 항목의 설문조사를 실시하였고, 수집된 자료는 Kano 분석 및 Timko의 고객만족계수를 이용 해 분석하였다. 주간보호센터의 품질 속성 중 직원의 밝은 응대 등 17개 항목이 매력적 품질로, 차량 탑승 시 손잡아 줌 등 8개 항목이 일원적 품질로, 안전띠 착용 도움 등 7개 항목이 무관심 품질로 판정되었다. 고객만족계수가 가장 높은 항목은 긴급한 문제의 신속한 해결(0.93)과 프로그램 도중 이용자 요구 사항의 즉시 해결(0.90), 직원들에게 질문 시 즉시 대답(0.80), 이용자에게 중요한 것을 공감하고 존중하는 것(0.80)이었고 불만족계수가 가장 높았던 항목은 센터 내 사생활 보호(-0.90)와 안전사고 발생 시 즉각적인 응급처치(-0.83)와 미끄럼 방지를 위한 안전바 및 가드 설치(-0.70)로 조사되었다. 따라서 주간보호 센터의 품질을 향상시키기 위해서는 매력적 품질로 도출된 17개 항목을 적극적으로 강화시키고 일원적 품질로 도출된 8개 항목은 지속적으로 관리해야 하며, 불만족 요인을 최소화해야 한다. 특히 전반적으로 고령 이용자의 정서적 욕구를 충족시키고 안전관리를 철저히 해야 할 필요가 있었다.

In order to explore factors for improving the service quality of day care centers, this study analyzes service quality attributes using the Kano model and identifies the effects on users' satisfaction and dissatisfaction to help improve the service quality. A 33-item survey was conducted among 30 users of a day care center in K-gu, Busan, and the collected data were analyzed using Kano analysis and Timko's customer satisfaction coefficients. Among the quality attributes of the day care centers, 17 items were judged to be attractive, such as the cheerfulness of the staff, 8 items were judged to be integral, such as holding hands when entering the vehicle, and 7 items were judged to be indifferent, such as help putting on seat belts. The items with the highest customer satisfaction coefficients were problems that arise quickly are resolved(0.93), addressing user needs immediately during the program (0.90), staff respond promptly to user questions(0.80), and staff are empathetic and respectful of what is important to user(0.80), while the items with the lowest dissatisfaction coefficients were provision of privacy within the center(-0.90), immediate first aid in case of safety accidents(-0.83), and safety bars and guards to prevent slipping(-0.70). Therefore, in order to improve the quality of day care centers, the 17 items identified as attractive quality should be actively strengthened, the 8 items identified as unified quality should be continuously managed, and dissatisfaction factors should be minimized. In particular, it is necessary to meet the emotional needs of elderly users and thoroughly manage safety.

[목적] 본 연구는 Kano 모델과 Timko의 고객만족계수를 이용하여 프로축구 경기장의 서비스 품질속성을 분류하고 만족, 불만족 수준을 파악하여 관람객들이 만족하기 위한 효율적인 마케팅 전략을 제시하고자 한다. [방법] 2023년 5월 9일 ~ 14일까지 3곳(서울, 수원, 인천)의 축구장을 방문한 관람객을 대상으로 총 286부를 최종분석 자료로 사용 하였으며, SPSS 23.0, AMOS 20.0을 이용하여 빈도분석, 신뢰도 분석, 확인적 요인분석, Kano 모델 분석 및 Timko의 고객만족계수를 산출하였다. [결과] 분석결과, 17개 품질요소 중 당연적 품질요소로 1개의 품질요소가, 16개의 품질 요소는 일원적 품질요소로 분류되었으며, 고객만족계수에서 주변환경과의 조화가 가장 만족하는 요소로 나타났으며, 위급상황 시 안전대책이 불만족지수가 가장 낮은 것으로 나타났다. [결론] 인위적인 통제가 가능한 경기장의 관리는 관중을 유인할 수 있는 중요한 수단이다. 따라서 본 연구결과를 기반으로 한 마케팅 전략을 수립한다면 관람객의 만 족 수준을 높이는데 기여하고 나아가 축구산업 발전에 이바지할 수 있을 것이다.

[Purpose] This study aims to classify and comprehend the service quality attributes of a professional soccer stadium using the Kano model and Timko's customer satisfaction coefficient. It intends to identify levels of perceived satisfaction and dissatisfaction, with the goal of proposing efficient marketing strategies to ensure spectator satisfaction [Method] From May 9th to May 14th, 2023, a total of 286 questionnaires collected from professional soccer spectators who visited three soccer stadiums(Seoul, Suwon, Incheon) were used as the final analysis data. The analysis was performed using SPSS 23.0, AMOS 20.0, including frequency analysis, reliability analysis, confirmatory factor analysis, Kano model analysis, and the calculation of Timko's customer satisfaction coefficient. [Result] Results indicated that among the 17 quality factors, one was classified as a ‘must-be' quality factor, while 16 were categorized as ‘one-dimensional' quality factors. In terms of the customer satisfaction coefficient, harmony with the surroundings emerged as the most satisfying element, while safety measures during emergencies had the lowest dissatisfaction index [Conclusion] The management of stadiums that can be artificially controlled is an important means to attract spectators. Therefore, if marketing strategies are formulated based on the results of this study, it is believed that they can contribute to increasing the satisfaction level of spectators and, furthermore, to the advancement of the soccer industry

최근 4차 산업혁명 이슈가 부상하게 됨에 따라, 정부와 산업계에서는 스마트공장에 대한 관심이 증가하고 있다. 이에 정부에서는 스마트공장에 대한 정책지원을 제공하여 국내 중소‧중견기업의 스마트 제조역량 구축을 유도하고 있 다. 그러나 이러한 정책적 지원의 효과성이나 기업들의 만족도에 대해서는 거의 알려진 것이 없다. 이에 본 연구에서는 Kano 모델과 고객만족개선지수를 활용하여 스마트공장 지원정책의 요소별 기업들의 만족도를 분석하고 정책지원의 우선순위를 도출하고자 하였다. 연구 결과 총 11개 품질요소 중 8개가 일원적 품질요소, 3개는 매력적 품질요소였다. 또한 자금지원의 우선순위가 가장 높았으며, 외부전문가 파견, 고도화준비 컨설팅, 유지보수 관련 컨설팅 등도 순위가 높았다. 이러한 결과는 기업들이 스마트공장의 도입이나 기초수준 구축 정도의 지원보다는 유지보수와 고도화에 대한 지원을 더 많이 요구하고 있음을 시사한다.

As the 4th industrial revolution has been an emerging issue, the government and industry has paid increasing interest to smart factory. The Korean government has made efforts to establish smart manufacturing capabilities of small-to-medium sized firms by providing supports for smart factory. However, the effectiveness of the supports and satisfaction of firms have hardly been analyzed. This study aims to analyze firms’ satisfaction by attributes of policy suuports for smart factory and identify priorities for government supports. The results show that 8 out of 11 attributes were one-dimensional and 3 were attractive attributes. Among the 11 attributes, funding support was the top priority. The attributes such as dispatching external experts, consulting for sophistication of smart-factory, and consulting for maintenance and repair were also high priorities. These results imply that firms prefer supports for maintenance and sophistication to adoption or initial establishment of smart factory.

Other comments on matters satisfaction survey through questionnaires typically measure by frequency analysis method is performed, the short answer for how to apply. These satisfaction surveys, however, because of the environment and atmosphere of its target at the time of the survey, personal psychological state, depending on the scale of change in business or policy of customer satisfaction feedback, there is a problem. This survey results, tangible results in terms of the feasibility of the business and policy indirectly as a result, which has been used as a material fact is. New survey method is show how the business and policy objectives than can be reflected positively in the present study, and comparing these surveys in a variety of ways for the analytical method proposed by KANO, Timko results suggested. Should be an ongoing investigation, and different survey methods for the study on the same sample the actual observed by comparing the results for the superiority of the new results presented.

본 연구는 Kano 모델과 Timko의 고객만족계수를 이용하여 이러닝 학습자인 대학생들의 만족 및 불만족에 영향을 미치는 요인을 알아보기 위해 경상북도에 소재한 Y대학의 대학생을 대상으로 실증조사를 실시하였다. 그 결과, 첫째 시·청각적으로 학습하기 편리하고 궁금한 사항에 대해 언제든지 질문이 가능하며 교수자가 관심을 가져줄 때 학생 들은 높은 매력을 느끼는 것으로 나타났다. 둘째 성적과 과제에 대한 합리적인 기준과 정확한 평가는 당연히 충족해야 하는 요소로 나타났다. 셋째 기초연구의 결과에서 언급한 대학생들이 이러닝을 이용하는 가장 큰 이유인 학습시간 및 학습공간의 편의성과 학습과정의 용이성은 더 이상 이러닝을 이용하는 매력적 요소로 작용하지 않는 것으로 나타났다. 본 연구의 결과는 이원적 인식방법으로 분류된 각 요인들의 전략적 활용방안과 이러닝 교육 개발에 있어 효과적인 방향 을 제시할 수 있을 것으로 생각된다.

This study was conducted to investigate the factors affecting satisfaction and dissatisfaction of e-learning learner students using Kano model and Timko's customer satisfaction coefficient. The results of the analysis showed that firstly, the students are highly satisfied when it is convenient to learn visually and audibly, when the students can ask questions at any time, and when the professor was interested in the students. Second, the rational criteria and accurate evaluation of grades and assignments were confirmed as factors that should be satisfied. Third, unlike the results of the basic study that the students use e-learning due to the convenience of learning time and learning space and the ease of learning process, it is no longer an attractive factor to use e-learning. The results of this study suggest that it is possible to present effective directions for the development of e-learning education and strategic application of each factor classified by the two-dimensional recognition method.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

The purpose of this study is to examine the difference between hotel and Korean buffet restaurants in terms of menu and facilities of buffet restaurants. In order to provide practical implications for companies operating buffet restaurants, And to derive items that can lead to satisfaction and dissatisfaction using the merits of the theory and TIMko customer satisfaction coefficient analysis method. As a result of the research, it is important for the hotel to maintain the cleanliness of the toilet and to secure the parking space. In order to prevent the lack of cleanliness of the toilet and the bathroom of the toilet, check frequently and cleanliness should be avoided. There is a need. In the Kano model, the nutritionally balanced food of the hotel, the diversity of the food and the indifference of the hotel, the cleanliness of the dishes and the menu design of the menu were classified as attractive quality factors in the customer satisfaction coefficient, It is possible to know that expectations for various foods have increased through various information. Nutritionally balanced food was reclassified from indifference quality factor to attractive quality factor in Korean food, suggesting that customers can feel more satisfied than expected that healthy food is served by using Korean - style buffet restaurant.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

본 연구는 방한 무슬림 관광지표 개발을 위하여 델파이조사를 실시하고, 폐쇄형 설문의 최종 216부 응답 결과를 Kano 품질분류와 Timko 분석으로 지표를 제시하였다. 일원적 품질(One Dimensional quality)은 유형적 요소의 기도시설의 제공, 할랄푸드, 무슬림 편의용품(기도매트)제공, 코란 및 비데제공과 무형적 요소의 사행금지(겜블링&알콜 금지)가 도출되었다. 매력적 품질(Attractive quality)은 샤리아에 맞는 엔터테인먼트 문항이 도출되었다. 무관심 품질(Indifferent quality)은 끼블라(메카방향), 샤리아에 맞는 TV채널, 남녀 분리서비스, 남녀 이용시간 분리, 동물이나 사람모양 액자 문항이 도출되었다. Timko 지표분석 결과는 유형적 서비스에서 Better 지수가 높은 항목은 코란 제공(0.7910), 무슬림 편의용품 제공(0.6470), 할랄푸드(0.6338) 순으로 나타났으며, Worse 지수가 가장 낮은 항목은 할랄푸드(-0.7887), 무슬림 편의용품 제공(-0.7500), 기도시설(0.6857)순으로 나타났다. 무형적 서비스에서는 Better 지수가 높은 항목은 사행금지(0.8098), 샤리아에 맞는엔터테인먼트(0.6811), 샤리아에 맞는 TV채널(0.5362)순으로 나타났으며, Worse 지수가 가장 낮은 항목은 사행금지(-0.4723), 샤리아에 맞는 엔터테인먼트(-0.3429), 동물이나 사람모양의 액자(-0.2727)순으로 나타났다. 본 연구는 무슬림을 위한 구체적인 서비스 지표를 제시하여 학문적·실무적 발전에기여하고자 하였다.

The purpose of this study is to develop Muslim tourism indicators in Korea, perform a Delphi survey, and have the final 216 responses analyzed by Kano and Timko. The results of this study indicate that 12 items collected from FGI (Focus Group Interview) were categorized as following: 6 elements as one-dimensional qualities (prayer facilities, Halal food, Muslim religious items, Qur’an, bidet, prohibit gambling & alcohol), one element as an attractive quality (Sharia-compatible entertainment), and 5 elements as indifferent qualities (Qiblat, Sharia-compatible TV, staff of the opposite gender, gender-segregated service hours, using pictures of animals or people). The results of Timko's analysis is that the highest index was ‘provide a Qur’an’ (0.7910) and the lowest index was ‘halal food’(-0.7887) in the tangible services, and the highest index was ‘prohibit gambling and alcohol’(0.8098) and the lowest index was ‘prohibit gambling & alcohol’(-0.4723) in the intangible services. This study can provide managers with crucial implication to improve service quality in Muslim tourism.

This study is focused on identifying needs of Aviation service students using the Kano model and Timko CSC, and suggesting the direction for improving the quality of educational services. This sample was defined as first and second grade university students related to the Department of Aviation Services, and 535 valid samples were obtained from survey respondents. Kano model and Timko's CS-coefficient were calculated and visualized using R. Through this study, first of all, 8 were Attractive quality, 7 were One Dimensional quality, and 7 were Indifferent quality from 22 items in total. Second, Attractive quality was classified as 11 in the second grade and 7 in the first grade as a result of classifying the first and second grades using Kano model. Third, the meaning of high position of both Better index and Worse index is 'various benefits for scholarships'. This study shows factors of students' satisfaction and dissatisfaction. Besides, this study will be helpful to improve the quality of educational services by showing the importance of higher quality of educational services for the employment and study.

Purpose: We consider export of Korea for Muslim population of Cairo residents in Egypt. Product instant cup noodle and yuzu tea are mainly focused on Kano model and Timko's customer satisfaction factor (CS - Coefficient) analysis and conjoint analysis. Methods: Based on the evaluation and conjoint analysis, cluster analysis was additionally applied to further exploratory research as to what kind of population the target customer has. A total of 120 people, each 60 people each, were prosecuted for Muslim women, middle middle class who had over 3,000 Korean won annual income for that study, and in Cairo in August 18. Results: The Kano analysis result Instant cup noodles act as attractive elements for packaging state, cooking method, smell and convenience, and Yuzu tea acted as an attractive element of taste, eating method, raw materials, efficacy, packaging form. Customer satisfaction factor, instant cup noodles, capacity and noodle thickness was a factor of indifference in Kano analysis, but acted as an attractive factor, the way to eat citron tea was classified as a factor of indifference. Conclusion: In the case of instant cup noodles, we first set up the taste of chicken-based soup with high appreciation as a whole, a group that likes chicken-based soup taste and oil noodles for each market segment, a taste of beef based soup And popular group that likes raw noodles Appears that diversification is necessary, and it has been found that it is necessary to develop a product type by hierarchy and marketing with different size priority from group packaging container. In the case of Yuzu tea, it is indispensable to emphasize the efficacy, in particular, energy recovery preference appears high, appealing point matching the needs of energy recovery is necessary, release the citrus fruit as a product without buckwheat in Bisson Ho, the packaging container, The group that likes cups and sticks is different and we found that it is necessary to prepare all two types.

The purpose of this study is to identify medical consumers' hospital selection factors in response to the rapidly changing environment of medical industry. For that purpose this study classified consumers' hospital selection factors into three categories such that human factors including expertise, reliability, empathy; system factor including, convenience, differentiation, efficiency; and facility factor including tangibility, accessibility, and location, based on the previous studies and the results of a preliminary survey of the patients of a small private hospital. The nine factors were further divided into 23 more specific attributes. Then, an online survey was conducted to measure the perceptions of the 23 attributes by the medical consumers over the age of 20. The analysis of the survey data using Kano model and Timko model indicated that 14 of the 23 attributes were classified as attractive factors, eight attributes were or classified as, one-dimensional factors, and one attribute, doctors' educational background, was classified as indifference factor. Of the 14 attractive factors, "unique and differentiated services related to medical treatment" and "distance from home to hospital" had the highest customer satisfaction coefficients. Of the eight one-dimensional factors, "kind treatment," "providing adequate explanations," "accuracy of diagnosis," and "cleanness of facilities" had the highest customer satisfaction coefficients as well as the highest dissatisfaction coefficients. The findings indicate that these six attributes are the most basic and most impactful attributes that hospitals must manage strategically to improve their service quality and attract more medical consumers to their hospitals.

이 연구는 관광패스 서비스 품질에 대한 고객의 만족도와 불만족도를 분석하여, 서비스 특성과 고객 만족도의관계를 살펴보는 데 목적을 두고 있다. 이를 위해 Kano 모델과 Timko의 고객만족계수를 활용했으며, PCSI Index로관광패스 서비스의 만족도를 정량적으로 평가하고 개선 방향을 제안하고자 한다. Kano 모델 결과, ‘역사적 명소 무료입장’, ‘서울의 문화공간 무료 및 할인 서비스’, ‘무료 교통 이용’은 매력적인 품질로, ‘서울 즐기기 무료 및 할인 서비스’는일원적인 품질로 나타났다. 반면, ‘공연관람 할인’과 ‘쇼핑 쿠폰북 제공’ 등은 무관심한 품질로 분류되었다. Timko 분석에서는 ‘서울 즐기기 무료 및 할인 서비스’와 ‘역사적 명소 무료입장’이 높은 고객만족을 보였고, PCSI Index는 ‘공연관람할인’이 중요하게 인식되어 개선 필요성이 강조되었다. 이러한 분석을 통해 서비스 제공자는 고객의 기대를 반영한 전략적개선 방향을 수립할 수 있으며, 엔데믹 시대에 맞춘 관광패스 서비스 품질 개선을 통해 관광자의 편의성과 효용성을 증진하는 데 기여할 수 있을 것이다.

This study aims to analyze customer satisfaction and dissatisfaction with the quality of tourism pass services, focusing on the relationship between service attributes and customer satisfaction. To achieve this, the study employs the Kano model and Timko’s customer satisfaction coefficient, along with the PCSI Index, to quantitatively assess the satisfaction level of tourism pass services and propose improvement strategies. According to the Kano model analysis, “Free Admission to Historical Sites,” “Free and Discounted Services at Seoul Cultural Spaces,” and “Free Transportation” were classified as attractive qualities, while “Free and Discounted Services for Exploring Seoul” fell into the one-dimensional quality category. In contrast, services such as “Discounted Performance Tickets” and “Shopping Coupon Book” were classified as indifferent qualities. Timko’s analysis revealed that “Free and Discounted Services for Exploring Seoul” and “Free Admission to Historical Sites” exhibited high customer satisfaction. Meanwhile, the PCSI Index indicated that “Discounted Performance Tickets” were perceived as important, highlighting the nedd for improvement. These findings provide valuable insights for service providers to develop strategic improvement plans that align with customer expectations. Enhancing tourism pass service quality in the post-pandemic era can contribute to greater convenience and utility for tourists.

This research has the purpose of identifying the satisfaction/dissatisfaction of free(or paid) provision of mobile tourism platform services through the Kano model analysis method. Also, using Timko’s customer satisfaction coefficient, this research has the purpose of contributing to the discovery of whether mobile travel platform services' revenue exists, and how to generate it, based on the perspective of tourism venture companies through identifying the satisfaction level of the services when they are free, and the dissatisfaction level of the services when they are purchased. For this research, an online survey was conducted for one month(Jan.~Feb. 2021), and a total of 276 responses were used for the analysis. Based on the conclusion of this research, we mentioned its significance and limitations.

Korea’s population is forecast to begin to drop from 2020 and it is the main concern of colleges to think about their future related to the number of students. The purpose of this research to find out how to improve the education service quality of airline service management of a college in Chung-nam province. Online survey carried out to the students of 225 majoring airline service management. 29 elements for evaluating service qualities are analyzed by Kano and Timko’s customer satisfaction coefficient. Education service quality includes academic administration, education system, physical evidence, and fairness. After conducting service quality check by Kano model, the One-dimensional quality factor is 26, and the Indifferent quality factor is 3. And Timko’s customer satisfaction coefficient is connected highly with fair treatment by the professor (Better index .851) opposed with the fair score on the exam (Worse index .819). Final results of this research provide theoretical implications and practical implications for college staff or professors who are in charge of recruiting students or maintaining college students.

The purpose of this study is to find out how to improve the service quality of the buffet restaurant by comparing the difference in service quality from reservation to order, meal, meal, payment, And what kind of strategic utilization plans should be provided for satisfaction and dissatisfaction factors that customers feel. Using the Kano and Timko models, we analyzed the factors that caused satisfaction and dissatisfaction. The service quality factors are the detailed partial factors that the customer feels. Among the 44 items, the One-dimensional quality factor is 38, the attractive quality factor is 5, and the indifferent quality factor is 1. Based on these results, These monolithic quality factor items should be maintained steadily and attractive quality factor items should be developed as a key factor to improve service quality with interest and practical strategy for improving service quality.

본 연구의 목적은 KANO모형을 통해 항공사에서 차별화 전략의 일환으로 시행되고 있는 기내이벤트에 대한 소비자들의 선호도를 이해하는 것이다. 덧붙여, Timko의 고객만족계수를 적용하여 개별 기내이벤트에 대한 고객의 만족/불만족을 측정하였으며, 이를 통해 기내이벤트 개발과 관련한 시사점을 제시하였다. 본 연구에서는 국내항공사에서 실제로 시행하고 있는 기내이벤트를 모두 취합한 후 중복된 항목을 제외한 18개의 기내이벤트를 대상으로 각 이벤트의 시행여부에 대한 긍정ㆍ부정의 질문을 한 쌍의 형태로 구성된 KANO설문지법을 사용하였다. 연구 결과에 따르면, 총 18개의 이벤트는 10개의 매력적 품질, 7개의 무관심 품질, 1개의 당연적 품질로 분류되었다. 일원적 품질요소와 역 품질 요소는 본 연구에서는 도출되지 않았다. 또한, KANO모형으로 도출된 값을 토대로 Timko의 고객만족계수를 측정하여 기내이벤트 도입에 있어 고려할 수 있는 우선순위를 제시하였다. 본 연구는 KANO모형의 개념을 국내 항공사에서 시행중인 18개의 기내이벤트에 대한 고객의 선호도를 평가하기 위해 적용하였다는 점에서 의의가 있고, 이를 통해 항공사 서비스 차별화 전략의 일환으로 활용되고 있는 기내이벤트 서비스 도입에 있어 직관적 결정이 아닌 합리적 의사결정을 위한 토대를 제공하고 있다는 점에서 중요한 실무적 시사점이 있다.

The purpose of this study is to investigate customer perceptions toward in-flight events while considering the service differentiation strategy of airlines, via KANO's model. Timko's customer satisfaction coefficients for customer satisfaction and dissatisfaction with in-flight events suggest additional implications for the development of consumer-led in-flight events on airlines. The questionnaire used in this study included all 18 in-flight events actually implemented by several airlines throughout Korea. Respondents were asked to answer to a pair of positive and negative questions as to each event provided in their flight. The results of this study show that the 18 events can be divided into ten attractive quality factors, seven indifferent quality factors, and one natural quality factor. However, the unitary quality factor and the inverse quality factor are not shown in this study. Timko's customer satisfaction coefficients suggest an order of priority for these in-flight events. This study is significant particularly in that the concept of the KANO model was applied to analyze the customer preferences for in-flight events in operation. The results of this study will help airline service marketers make a rational decision based actual evidence rather than intuition when developing and implementing in-flight events that will further enhance service quality.

최근 국내외 유통업체들이 고객이 구매한 물품을 직접 배송하기 위한 물류 네트워크를 갖추는 등 유통업체의물류시장 진출 움직임이 가시화되고 있다. 특히 기존 택배업체와의 차별화를 위해 ‘로켓배송’, ‘드론배송’ 등 다양한 물류 서비스를 고안하여 실행하고 있다. 이러한 움직임 속에서 유통 및 택배 업체 모두 기존의 택배서비스를 차별화하는 시도들을 계속할 것으로 전망된다. 본 연구에서는 택배서비스 차별화를 신뢰성, 편리성, 공감성, 부가가치성 등의 차원에서 구체화하고, Kano 모델과 Timko의 고객만족계수를 이용하여 택배서비스 차별화에 대한 고객인식을 분석하였다. 특히 온라인 쇼핑고객을 중심으로 설문 및 분석을 진행하였고, 분석 결과를 토대로 유통 및 택배업체들이 향후 택배서비스 차별화를 위해 우선적으로 관리해야 할 품질요인들과 관련 서비스항목들을 도출하였다. 연구결과는 향후 택배서비스를 차별화하고자 하는 유통 및 택배업체들의 투자관련 의사결정에 도움이 될 것으로 기대된다.

In recent years, some online retailers such as Amazon have been trying to enter the logistics market by means of constructing their own distribution network and vehicles. Especially, they pursued the differentiated delivery service such as rocket delivery and drone based delivery. In line with this trend, more and more online retailers and existing logistics providers will focus on the increase of competitiveness by adopting various differentiated delivery services. In this paper, we defined the differentiated delivery service considering four categories of the SERVQUAL model, and analyzed the customer perception on it using Kano model and Timko’s customer satisfaction coefficient. For analysis, we focused on the online shopping customers, and generated a guideline showing which category and which activity should be managed by the firms. The research results will be helpful for the firms that consider starting the differentiated delivery service.

본 연구에서는 Kano model을 이용하여 공항 레스토랑의 서비스 품질을 분석하기 위하여 긍정과 부정의 질문을 통하여 연구과제에 따라 검증하였다. 실증분석으로 Kano model과 Timko의 고개만족계수를 산출하여 매력적, 일원적, 당연적, 무관심 품질요소로 구분하여 본 연구과제의 목적을 달성하였다. 첫째, Kano의 분석결과 매력적 품질에는 공조환경, 일원적 품질에는 행동, 숙련도, 대기시간, 유형성, 감정균형이, 무관심품질에는 태도, 디자인, 사회적 요소가 분류되었으며 당연적 품질은 해당사항이 없었다. 둘째, Timko의 고객만족계수가 가장 높은 Better 지수는 대기시간(0.68)이고, Worse 지수는 무형성(–0.66)으로 나타났다. 셋째, Timko 분석 결과 ‘디자인’ 항목이 무관심 품질에서 매력적 품질요소로 변화하였다. 따라서 이러한 연구결과를 토대로 매력 품질요소의 지속적인 개발과 더불어 Better 지수를 높이고, 긴급하게 Worse 지수를 해결할 수 있는 방안을 모색해야 할 것이다.

This study aimed to test service quality of airport restaurant through Kano model with positive and negative questionary. By analyzing Kano model and Timko’ customer satisfaction coefficient, we realize that the aim of this study is separating attractive quality, one dimensional quality, must-be quality,and indifferent quality. First, According to kano analysis, here is ambient conditions in attractive quality. Also here is behavior, expert, waiting time, and valence in one dimensional quality, attitude, design and social factors in indifferent quality. Finally nothing in Must-be quality. Secondly, Timko’ customer satisfaction coefficient is connected highly in waiting time(Better index 0.68) opposed in tangibles(Worse index?0.66). Most of all, the result Timko analysis, design is to change indifferent quality into attractive quality. Therefor, we have to research development on attractive quality in succession, make Better of Better index,and make best of worse index.

본 연구는 급격하게 변화하고 있는 대학교육 환경에 발 맞추어 국내 대학들은 교육서비스 개선을 통하여 경쟁력을 강화를 위한 전략적 방안을 논의한다. 본 연구에서는 31개의 교육서비스의 품질 속성을 이용하여 서울에 위치하면서 중소규모인 ‘A’ 종합대학과 동일한 규모의 수도권에 소재한 ‘B’ 전문대학 간의 교육 서비스품질에 대해 분석하였다. 또한 본 연구에서는 KANO 모형과 Timko의 고객만족계수를 이용하여 대학 교육의 수혜자인 재학생을 대상으로 만족요인과 불만족 요인을 구분하였다. 본 연구의 결과를 살펴보면, 종합대학의 재학생들은 전반적으로 현재의 대학교육 서비스품질에 대해 만족하고 있으나, 전문대학의 학생들은 교육과정 서비스품질이나 물리적 환경 서비스품질 등에서 만족도가 낮은 몇 가지의 요인을 발견할 수 있었다. 또한 종합대학 및 전문대학은 공통적으로 교육과정 서비스품질보다는 학사행정 서비스품질이나 물리적 환경 서비스품질에 많은 관심이 있는 것으로 분석되었다. 따라서 이러한 분석결과를 토대로 대학당국은 교육 수혜자인 재학생들의 교육 서비스품질을 제고하기 위한 전략적 방안 마련이 필요하다.

This research is conducted for inducing the strategies to improve the quality of university education for better competitive ability. This paper select 31 quality elements for evaluating university education services. The case study is conducted with relation to small & medium-sized ‘A’ university in Seoul and ‘B’ college in Kyeong-gi province. It employs Kano and Timko model, focusing on their coefficient of customer satisfaction. It classifies the elements that trigger satisfaction or dissatisfaction among students as the customer of education service. This research has an academic implication that it classifies such elements and suggests strategies to be used for improving the quality of university education. The quality of education is the service given in the process of higher education and the core of the service that universities provided. It influences most on the future of students. With the opening of education market, it becomes a very important element of competition. Therefore, if we can meet the needs of students through the survey of their satisfaction and dissatisfaction, their degree of satisfaction with the university life will be improved and the competitive ability of the universities will be raised.