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Kano model을 활용한 택배 서비스 품질의 분류에 관한 연구
이하나(Lee, Ha Na),나우현(Na, Woo Hyeon),김한성(Kim, Han Seong) 한국서비스경영학회 2011 서비스경영학회지 Vol.12 No.5
The purpose of this paper is to measure parcel service by Kano model. Also Kano model point of view ``Better quotient`` and ``Worse quotient`` comparison analyze about service quality attributes of parcel service. For this purpose, the authors has reviewed the literature and made a survey research with customer who experienced parcel service. The results of the paper were as follows; First, it was found that the total 23 items are could be classified into 4 attractive quality elements, 8 one-dimensional quality elements, 10 must-be quality elements and 1 indifferent quality elements, while the reverse quality element and questionable result quality element wasn`t found. Second. Compare the element of Better quotient whit Worse quotient, 8 items of the Better quotient is higher than the Worse quotient and 15 items of the Worse quotient is higher than Better quotient. The highest score element of Better quotient was quantities can quickly adapt to change(0.83)` and the lowest score element of Worse quotient was price/ quality of service adequacy(0.76)` and ``customer service offerings to match the characteristics(0.76).