Kano 모델의 매력적 품질에 기반한 서비스품질지수(ASQI) 개발에 관한 연구: 국내 항공사 서비스품질에 적용

Abstract

While the management environment changes, customer satisfaction becomes an important management goal. Recognizing customers’ needs is more essential than anything else in order to occupy competitive advantages and satisfy customers in customer-driven situations of excessive supply. The Kano model in products and service development explained the effects of customers’ needs on their satisfaction, and suggested a methodology that was able to measure them. However, many researchers recognized limitations of the Kano model, and proposed a revised Kano model that was improved or integrated with QFD, TRIZ, etc. In addition, active research has been processed, such as developing new indexes by utilizing the Kano model. This study suggested that ASQI considered recognitions on service quality and its current levels after developing research on the Kano model and customer satisfaction coefficient of Timko. ASQI can grasp elements of key service quality that impress customers and sustain service differentiation and competitive advantages among customers’ needs. In addition, the study tried to give aid in improving service quality by applying ASQI to the domestic aerial industry.