Kano 품질속성 평가방법론들의 실증적 비교분석 = An Empirical Comparative Analysis Between Kano and Improved Kano Methods

다국어 초록 (Multilingual Abstract)

Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be,
One-dimensional quality attributes. As there were a few limitations on the Kano’s method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods
are superior to the original Kano’s method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality
attributes on University services. For the analysis of the questionnaire formats, the Kano’s original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of
evaluation methods, the original Kano and Timko’s method using the evaluation table are more effective than quantifying methods, Domouchel and Lim’s methods.

참고문헌 (Reference)

1 황현주, "대학서비스 질 측정에 관한 연구:학생 재등록 의도와의 관계를 중심으로" 충북대학교 2002

2 채연수, "교육서비스 품질의 측정에 관한 실증적 연구" 동국대학교 1999

3 Lofgen, M., "Two Decades of Using Kano’s Theory of Attractive Quality: A Literature Review" 59-75, 2007

4 Emery, C., "Schoolwork as products,professors as customers: a practical teaching approach in business education" 78 (78): 97-102, 2002

5 Kano, N., "Life cycle and creation of attractive quality" 2001

6 Lofgen, M., "Kano’s theory of Attractive Quality and Packaging" 7-20, 2005

7 임정훈, "Kano 모형에 기반한 소비자 요구사항 분류: 퍼지 접근방법" 한국품질경영학회 31 (31): 98-113, 2003

8 Witell, L., "Classification of Quality Attributes" 17 (17): 54-73, 2007

9 Kano, N., "Attractive quality and must-be quality" 14 (14): 147-156, 1984

10 Lee, M., "Applying the Kanomethodology to meet customer requiremsnts: NASA’s Microgravity Science" 95-106, 1997

11 Berger, "A Special Issues on: Kano’s methods for Understanding customer defined quality" 2 (2): 2-36, 1993