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Understanding key attributes in mobile service: Kano model approach
- Authors
- Baek, Seung Ik; Paik, Seung Kuk; Yoo, Weon Sang
- Issue Date
- Jul-2009
- Publisher
- SPRINGER
- Keywords
- 3G Technology; Kano Model; Multimedia Mobile Service
- Citation
- Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), v.5618 LNCS, no.PART 2, pp.355 - 364
- Indexed
- SCOPUS
- Volume
- 5618 LNCS
- Number
- PART 2
- Start Page
- 355
- End Page
- 364
- ISSN
- 0302-9743
- Abstract
- This study investigated how customers perceive currently available 3G mobile services. More specifically, by using the Kano model, it tried to categorize them into five quality attributes: Attractive, One-Dimensional, Must-Be, Indifferent, and Reverse. The results showed that picture messaging, instant messaging, navigational aid, and mobile internet are considered as one-dimensional quality attributes. That is, the higher the level of fulfillment of these mobile services, the higher the customer's satisfaction, and vice versa.
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Related Researcher
- Baek, Seung Ik
- SCHOOL OF BUSINESS (SCHOOL OF BUSINESS ADMINISTRATION)