웹툰 서비스에 대한 카노 모델 적용 연구

Abstract

Kano model provides logical explanation on how users’ requests affect their level of satisfaction in terms of products or services, and clearly explains methods that can be used to measure such correlations. Thus, based on researches on Kano model, we intended to distinguish which service quality factors can increase the customer satisfaction. The result of the study shows that; first, implementing Kano model, this paper has categorized webtoon services’ qualities into attractive, one-dimensional, must-be and indifferent qualities and provided theoretical basis to design distinguished services for webtoon services; second, based on researches on webtoon service and Kano model, this study implies that which quality factors need to be improved in order to increase the webtoon service quality.