수정된 고객만족지수를 이용한 품질속성의 동태성 분석

송해근,김인주 한국산업융합학회 2022 한국산업융합학회 논문집 Vol.25 No.1

It is well known that the Kano model measures customer satisfaction and classifies quality attributes into must-be, attractive as well as one-dimensional. The main purpose of this study is to investigate the dynamics of e-learning quality attributes by applying the proposed method using Kano's satisfaction index in the rapidly changing online learning environment. For this, the current study examined 27 e-learning quality attributes and conducted a comparative study using Kano's results obtained in 2013 and 2020. The result shows that the dynamics of quality attributes suggested by Kano(2001) is confirmed in the case of e-learning. The proposed approach shows better results in terms of Kano’s direct classification method, and has potential application areas such as IPA(Importance-Performance Analysis) in the area of risk assemement. Some suggestions for better understanding of the proposed SI-DI diagram are also included in this study.

A.1 : 서비스 품질경영(1) ; A1.3 : Kano 모델을 이용한 경영품질 인식 조사

송해근,이민기,정지원,임성욱 한국품질경영학회 2012 한국품질경영학회 학술대회 Vol.2012 No.2

중요도-만족도 격차분석을 이용한 품질 속성의 우선순위 결정

송해근,임성욱 한국품질경영학회 2015 품질경영학회지 Vol.43 No.2

Purpose: To obtain the area for improvement, the Importance-Performance analysis(IPA) uses relatively simple questions, that is, satisfaction and importance at attribute level. However, no attempt has been made to consider the gap between own company's performance and those of competitors in IPA, in the field of quality management. This study is aimed to suggest a new prioritizing method for improvement and to test for validity of the proposed technique. Methods: This study used data collected from Song and Lim(2015), which is satisfaction of employees, customers and competitors as well as importance data for 7 quality attributes of K animal hospital. A correlation comparison with other priority methods such as Bacon(2003)'s model and Matzler and Hinterhuber(1998)'s QI index is conducted. Results: The priority results by the proposed method shows better in correlation coefficient with customer perceived priority for improvement than other methods. Conclusion: From the result of the current study, it can be concluded that the result of the proposed method is valid, while it is relatively easy to understand and analyze, and therefore no additional survey is necessary for improvement priority.

품질속성 분류에 관한 연구

송해근 대한경영학회 2015 대한경영학회 학술발표대회 발표논문집 Vol.2015 No.2

지난 수십년간 품질속성의 성능변화와 고객 인지 만족도의 비대칭성을 이용한 품질속성의 차원 분류에 관한 연구가 활발히 진행되었다. 특히, Kano 모델은 간단한 설문지와 평가표를 이용하여 품질속성을 5가지로 분류하는 방법을 소개하여 다양한 학계 및 산업계에서 널리 활용되고 있다: 매력적(Attractive), 일원적(One-dimensional), 당연적(Must-be), 무관심(Indifferent), 및 역(Reverse) 품질. Kano 모델이 널리 활용되면서 이 모델의 이원 평가표를 이용한 품질차원분류 방법이 다양한 문헌들에 의해 소개되고 있으나, 연구자마다 사용하는 용어 및 분류 기준이 달라 혼돈을 야기하고 있다. 더욱이 일부 동일한 품질유형에 대한 해석이 상충되는 현상이 나타나고 있으므로 품질의 유형 분류에 관한 통일된 기준이 필요한 시점이다. 본 연구의 목적은 100여편의 방대한 문헌연구를 통하여 이원적 품질론의 과거와 현재의 진화적 발전과정을 살펴보고 5점 등간척도와 Kano 평가표를 이용하여 품질속성을 세분화하는 방안을 제시하고자 한다. 이를 위해 제품이나 서비스의 고객 만족 측정기법으로 널리 활용되고 있는 Kano 모델의 매력적 품질론을 중심으로 이 모델을 이용한 품질분류의 내생적 · 외생적 문제점을 탐색하였다. 실증분석을 위해 이러닝 사례의 33개 품질속성들을 대상으로 Kano 모델에 의한 품질유형 결과와 제안방식의 결과를 비교 · 분석하였다. 분석 결과 본 연구가 제안하는 품질분류 방식의 타당성이 더욱 높은 것으로 나타났으며, 본 연구의 결과는 고객의 명시적 요구사항 뿐만 아니라 묵시적 요구사항까지 효과적으로 파악할 수 있는 매력적 품질론의 미래형 방향을 제시하는데 기여할 것으로 기대한다.

인도시장의 소형 승용차 기술수준분석

송해근,에가시라 미츠히코,임성욱 한국엔터테인먼트산업학회 2012 한국엔터테인먼트산업학회논문지 Vol.6 No.2

본 연구는 종합적인 기술수준에 영향을 미치는 다양한 요인들을 하나의 복합지표로 나타내어 여러 대안을 평가하거나 우선순위를 매기는 기법인 점수제 방법(scoring model)을 사용하여, 인도의 소형승용차 시장에서 판매량이 가장 높은 14개 차종의 기술수준을 분석하였다. 이를 위해 점수제 모형인 Martino 모형과 Gordon 모형을 이용하였으며, 각각의 결과를 비용효과성을 고려한 경우와 고려하지 않은 경우로 나누어 분석하였다. Gordon 모형에 의한 기술수준분석결과는 판매변수와 유의한 상관관계가 있는 것으로 나타났다. This study is aimed to evaluate technology standards of Indian cars to provide the technology information for Korean car manufactures. The data were analyzed based on 14 compact cars which were sold more than any other cars in India, 2010. The Martino and the Gordon models as scoring models were utilized to access the technology level of the cars. The results were analyzed in two ways with or without cost-effectiveness per model. The Gordon model revealed a significant correlation between sales and the technology level of the selected cars in India.

Managing quality attributes using customer satisfaction coefficient

송해근,김광필 대한안전경영과학회 2017 대한안전경영과학회지 Vol.19 No.1

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.

Determining Attribute Importance Weights Using Priority for Improvement Model

송해근,공명달 대한설비관리학회 2018 대한설비관리학회지 Vol.23 No.4

Importance-Performance Analysis(IPA) holds the assumption that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear. Therefore, IPA can be applied to the traditional one-dimensional attributes, not to other quality elements such as attractive or must-be attributes. To overcome this problem, several articles introduced methods that integrate IPA into the concept of two-dimensional quality. However, these articles are rather conceptual focusing on the differentiation of quality attributes depend on quality elements in IPA. To provide empirical evidence of the dependent relationship between attribute importance and satisfaction in IPA, this study introduces a weighted importance approach and provides validation method using Bacon’s priority model, a regression model[1]. For this, the current research investigates 23 quality attributes of TV set for the results of Kano’s model, which are adopted from Kim et al., and conducted a survey of 118 university students for the results of the importance/satisfaction and improvement priority[12]. The result of the proposed approach shows better result than those using the conventional way, based on R-square of the regression model.

Kano 모델을 이용한 수정된 중요도-만족도 분석

송해근 대한안전경영과학회 2013 대한안전경영과학회지 Vol.15 No.1

품질 속성의 가중치 선정을 위한 APC에 관한 연구

송해근 한국산업경영시스템학회 2013 한국산업경영시스템학회지 Vol.36 No.3

Determining relative importance among many quality attributes under financial constraints is an important task. The weighted value of an attribute particularly in QFD, will influence on engineering characteristics and this will eventually influence the whole manufacturing process such as parts deployment, process planning, and production planning. Several scholars have suggested weighting formulas using CSC (Customer Satisfaction Coefficient) in the Kano model. However, previous research shows that the validity of the CSC approaches has not been proved systematically. The aim of the present study is to address drawbacks of CSC and to develop APC (Average Potential Coefficient), a new approach for weighting of quality attributes. For this, the current study investigated 33 quality attributes of e-learning and conducted a survey of 375 university students for the results of APC, the Kano model, and the direct importance of the quality attributes. The results show that the proposed APC is better than other approaches based on the correlation analysis with the results of direct importance. An analysis of e-leaning's quality perceptions using the Kano model and suggestions for improving e-learning's service quality are also included in this study.

품질의 이원론을 이용한 개선의 우선순위 결정

송해근 한국산업경영시스템학회 2013 한국산업경영시스템학회지 Vol.36 No.1

The theory of two-dimensional quality, in particular, the Kano model that is developed by the analogy with the M-H theory, has been applied in various industry fields for more than three decades. Importance-Performance Analysis (IPA) assumes that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear, and therefore, it is applicable to the traditional one-dimensional attribute, not other quality types defined in the Kano's model such as attractive or must-be attribute. To solve this problem, the current study suggests a new importance-satisfaction analysis using a modified IPA in accordance with the three quality types and a diagonal method introduced by Slack (1999) to determine improvement priority. For this, I investigated 19 smartphone's quality attributes and conducted a survey of 334 university students for the results of Kano's model, which adopted from Song and Park (2012)'s study, and the importance/satisfaction of the quality attributes and the results of the priority for improvement of the 19 quality attributes. The results show that the proposed I-S priority model is better than the conventional IP A based on the comparison results of determination coefficient from the regression analysis of the two models.