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카노 모델을 이용한 고창 자연마당의 서비스 품질 속성 분류
홍진표 ( Hong¸ Jin-pyo ),심윤진 ( Shim¸ Yun-jin ),강필구 ( Kang¸ Pil-goo ),최영자 ( Choi¸ Young-ja ),어양준 ( Eo¸ Yang-jun ),서경원 ( Seo¸ Kyung-won ) 한국환경복원기술학회 2021 한국환경복원기술학회지 Vol.24 No.4
This study was conducted to classify quality attributes for quality elements of public service targeting Gochang Jayeonmadang and analyze their impact on resident satisfaction and dissatisfaction by each service quality element by using the Kano model and the customer satisfaction coefficient and dissatisfaction coefficient of Timko(1993). As a result of the study, all 20 quality elements of public service were classified as one-dimensional attributes. Since the Jayeonmadang project restores the damaged natural environment and restores the ecosystem, it is judged that satisfaction is proportionately satisfied as the natural environment has been restored and the ecosystem has been restored. According to Timko (1993)’s analysis of customer satisfaction coefficient, it is believed that the most effective way to improve residents’ satisfaction is to carefully establish and implement maintenance plans and to create a good environment to ensure that plants have settled.