ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.15 No.1 pp.241-248
DOI : https://doi.org/10.12812/ksms.2013.15.1.241
DOI : https://doi.org/10.12812/ksms.2013.15.1.241
Kano 모델을 이용한 수정된 중요도-만족도 분석
A modified Importance-Satisfaction analysis using Kano's model
Received January 17, 2013; Revision Received March 11, 2013; Accepted March 11, 2013.
Abstract
Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement.However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up','Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcationlines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates theSlack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfactionmodel. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'sstudy, and conducted a survey of 280 university students for the results of Kano' model and the importanceand satisfaction of the quality attributes. The results show that the proposed model enables the businessmanagers to prioritize the quality attributes for improvement through the interpretation on the continuousdiagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance ofattributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of theexisting IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis betweenthe Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.
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Reference
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11.Kuo, Y.-F., Chen, J.-Y., and Deng, W.-J.(2012), "IPA–Kano model: A new tool for categorising and diagnosing service quality attributes", Total Quality Management and Business Excellence, Vol. 23, No. 7/8, pp. 731-748.
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14.Matzler, K. and Hinterhuber, H.H.(1998), "How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function development", Technovation, Vol. 18, No. 1, pp. 25-38.
15.Matzler, K., Hinterhuber, H.H., Bailom, F., and Sauerwein, E.(1996), "How to delight your customer", Journal of Product and Brand Management, Vol. 5, No. 2, pp. 6-18.
16.Sampson, S.E. and Showalter, M.J.(1999), "The Performance-Importance Response Function: Observations and Implications", The Service Industries Journal, Vol. 19, No. 3, pp. 1-25.
17.Shen, X.X., Tan, K.C., and Xie, M.(2000), "An integrated approach to innovative product development using Kano's model and QFD", European Journal of Innovation Management, Vol. 3, No. 2, pp. 91-99.
18.Sireli, Y., Kauffmann, P., and Ozan, E.(2007), "Integration of Kano's Model Into QFD for Multiple Product Design", IEEE Transactions on Engineering Management, Vol. 54, No. 2, pp. 380-390.
19.Slack, N.(1994), "The Importance-Performance Matrix as a Determinant of Improvement Priority", International Journal of Operations & Production Management, Vol. 14, No. 5, pp. 59-75.
20.Song, H. G. and Park, Y. T.(2012), "Wordings of the Kano model's questionnaire", Journal of Korean Society of Quality Management, Vol. 40, No. 4, pp. 453-466.
21.Tan, K.C. and Shen, X.X.(2000), "Integrating Kano's model in the planning matrix of quality function deployment", TQM & Business Excellence, Vol. 11, No. 8, pp. 1141-1151.
22.Tan, K.C. and Pawitra, T. A.(2001), "Integrating SERVQUAL and Kano's model into QFD for service excellence development", Managing Service Quality, Vol. 11, No. 6, pp. 418-430.
23.Tontini, G.(2007), "Integrating the Kano Model and QFD for Designing New Products", TQM & Business Excellence, Vol. 18, No. 6, pp. 599-612.
24.Tontini, G. and Silveira, A.(2007), "Identification of satisfaction attributes using competitive analysis of the improvement gap," International Journal of Operations&Production Management, Vol. 27, No. 5, pp. 482-500.
25.Vargo, S.L., Nagao, K., He. Y. and Morgan. F.W.(2007), "Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative Effects on Customer (Dis)Satisfaction", Academy of Marketing Science Review, Vol. 11, No. 2, pp. 1-13.
26.Yang, C-C.(2003), "Establishment and applications of the integrated model of service quality measurement", Managing Service Quality, Vol. 13, No. 4, pp. 310-324.
27.Yang, C-C.(2005), "The refined Kano's model and its application", Total Quality Management, Vol. 16, No. 10, pp. 1127-1137.
2.Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M., and Walden, D.(1993), "Kano's methods for understanding customer-defined quality", Center for Quality of Management Journal, Vol. 2, No. 4, pp. 2-36.
3.Eskidsen, J. K. and Kristensen, K.(2006), "Enhancing importance performance analysis", International Journal of Productivity and Performance Management, Vol. 55, No. 1, pp. 40-60.
4.Franceschini, F. 1998. "An application of quality function deployment to industrial training courses." International Journal of Quality & Reliability Management, Vol. 15, pp. 753-768.
5.Garibay, C., Gutierrez, H., and Figueroa, A.(2010), "Evaluation of a digital library by means of quality function deployment(QFD) and the Kano model", The Journal of Academic Librarianship, Vol. 36, No. 2, pp. 125-132.
6.Homburg, C. and Rudolph. B. (1995), "Wie zufrieden sind Ihre Kunden tatsachlich?", Harvard Business Manager, No. l, pp. 43-50.
7.Hsu, C.H., Chang, T.M., Wang, S.Y., and Lin, P.Y.(2007), "Integrating Kano model into quality function deployment to facilitate decision analysis for service quality" International Conference on Mathematics and Computers in Business and Economics, Vancouver, Canada.
8.Jang, H. Y., Song, H. G., and Park, Y. T.(2012), "Determining the importance values of quality attributes using ASC", Journal of Korean Society of Quality Management, Vol. 40, No. 4, pp. 589-598.
9.Kano, N.(2001), "Life cycle and creation of attractive quality", Proceedings of the 4thQMOD Conference, Linkoping, Sweden, pp. 18-36.
10.Kano, N., Seraku, N., Takahashi, F. and Tsjui, S.(1984), "Attractive quality and must-be quality", Hinshitsu, Vol. 14, No. 2, pp. 147-56.
11.Kuo, Y.-F., Chen, J.-Y., and Deng, W.-J.(2012), "IPA–Kano model: A new tool for categorising and diagnosing service quality attributes", Total Quality Management and Business Excellence, Vol. 23, No. 7/8, pp. 731-748.
12.Löfgren, M. and Witell, L.(2008), "Two decades of using Kano's theory of attractive quality: a literature review", Quality Management Journal, Vol. 15, No. 1, pp. 59-75., ASQ.
13.Matilla, J.A. and James, J.C.(1977), "Importance-performance analysis", Journal of Marketing, Vol. 41, pp. 77-79.
14.Matzler, K. and Hinterhuber, H.H.(1998), "How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function development", Technovation, Vol. 18, No. 1, pp. 25-38.
15.Matzler, K., Hinterhuber, H.H., Bailom, F., and Sauerwein, E.(1996), "How to delight your customer", Journal of Product and Brand Management, Vol. 5, No. 2, pp. 6-18.
16.Sampson, S.E. and Showalter, M.J.(1999), "The Performance-Importance Response Function: Observations and Implications", The Service Industries Journal, Vol. 19, No. 3, pp. 1-25.
17.Shen, X.X., Tan, K.C., and Xie, M.(2000), "An integrated approach to innovative product development using Kano's model and QFD", European Journal of Innovation Management, Vol. 3, No. 2, pp. 91-99.
18.Sireli, Y., Kauffmann, P., and Ozan, E.(2007), "Integration of Kano's Model Into QFD for Multiple Product Design", IEEE Transactions on Engineering Management, Vol. 54, No. 2, pp. 380-390.
19.Slack, N.(1994), "The Importance-Performance Matrix as a Determinant of Improvement Priority", International Journal of Operations & Production Management, Vol. 14, No. 5, pp. 59-75.
20.Song, H. G. and Park, Y. T.(2012), "Wordings of the Kano model's questionnaire", Journal of Korean Society of Quality Management, Vol. 40, No. 4, pp. 453-466.
21.Tan, K.C. and Shen, X.X.(2000), "Integrating Kano's model in the planning matrix of quality function deployment", TQM & Business Excellence, Vol. 11, No. 8, pp. 1141-1151.
22.Tan, K.C. and Pawitra, T. A.(2001), "Integrating SERVQUAL and Kano's model into QFD for service excellence development", Managing Service Quality, Vol. 11, No. 6, pp. 418-430.
23.Tontini, G.(2007), "Integrating the Kano Model and QFD for Designing New Products", TQM & Business Excellence, Vol. 18, No. 6, pp. 599-612.
24.Tontini, G. and Silveira, A.(2007), "Identification of satisfaction attributes using competitive analysis of the improvement gap," International Journal of Operations&Production Management, Vol. 27, No. 5, pp. 482-500.
25.Vargo, S.L., Nagao, K., He. Y. and Morgan. F.W.(2007), "Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative Effects on Customer (Dis)Satisfaction", Academy of Marketing Science Review, Vol. 11, No. 2, pp. 1-13.
26.Yang, C-C.(2003), "Establishment and applications of the integrated model of service quality measurement", Managing Service Quality, Vol. 13, No. 4, pp. 310-324.
27.Yang, C-C.(2005), "The refined Kano's model and its application", Total Quality Management, Vol. 16, No. 10, pp. 1127-1137.
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