Journal Search Engine

to

Search Advanced Search Adode Reader(link)
Download PDF Export Citation Korean Bibliography PMC Previewer
ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.19 No.4 pp.221-230
DOI : http://dx.doi.org/10.12812/ksms.2017.19.4.221

Development of Kano model based logistics service quality classification and potential customer Satisfaction Improvement index

Yu-Jin Jo*,Kyung-Sik Kang**
†Corresponding Author : Kyung-Sik Kang, Industrial and Engineering, Myongji University, Yongin
449-728, Korea

Abstract

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

Kano모델 기반의 물류 서비스 품질속성 분류와 잠재적 고객요구 개선지수 개발

조유진*,강경식**
*코어로지스, **명지대학교 산업경영공학과

초록

Figure

Table

  1. SEARCH

  2. Online Submission

    http://submission.koreasafety.or.kr

  3. KSSM

    The Korean Society of Safety ManagementWaste Society

  4. Editorial Office
    Contact Information

    - Tel: +82.31.336.2844
    - Fax: +82.31.336.2845
    - E-mail: safety@mju.ac.kr