Potential Customer Satisfaction Improvement Index based on Kano Model

Lim, Sung-Uk; Park, Young-Taek

Journal of Korean Society for Quality Management > Volume 38(2); 2010 > Article

Journal of Korean Society for Quality Management 2010;38(2): 248-.

Kano 모델을 기반으로 한 잠재적 고객만족 개선지수

임성욱¹, 박영택²

¹대진대학교 산업경영공학과
²성균관대학교 시스템경영공학부

Potential Customer Satisfaction Improvement Index based on Kano Model

Sung-Uk Lim¹, Young-Taek Park²

¹Department of Industrial and Management Engineering, Daejin University
²Department of Systems Management Engineering, Sungkyunkwan University

ABSTRACT

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

Key Words: Customer Satisfaction;Kano Analysis;CS-Coefficient;PCSI Index;