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NTIS 바로가기International journal of industrial distribution & business = 산경연구논집, v.9 no.12, 2018년, pp.63 - 72
김상오 (Department of Electronic Commerce, Semyung University) , 윤선희 (Department of Business Administration, Hanyang University) , 이명진 (Department of Business Administration, Soongsil University)
Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Researc...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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고객만족계수가 제안된 이유는? | 카노모형의 한계를 보완하기 위해 Timko(1993)는 동일한품질요소로 분류되더라도 해당 분류내에서 만족과 불만족에 미치는 차이를 구분할 수 있도록 고객만족계수를 제안하였다. 고객만족계수는 고객이 상품의 품질 요인을 접했을 때 만족과 불만족이 어느 정도 나타날 수 있는지 파악한 계수이다(Timko, 1993). | |
온라인 쇼핑몰 기업들은 모바일 쇼핑 앱에 어떻게 접근해야 하는가? | 즉, 이러한 결과는 온라인 쇼핑몰 기업들의 기본적인 서비스 품질 수준을 유지하기 위한 노력은 지속적으로이루어져야 함을 보여주며, 보다 중점적으로 관리가 이루어져야 하는 서비스 품질 차원에 대해 차별적 접근에 대한 방향을 제시할 수 있었다. 이를 통해 모바일 기기로의 이용환경이 변화하고 있는 시점에, 모바일 쇼핑앱은 더이상 웹사이트의 보완적 기능으로서가 아닌 고객과의 주요 채널로 인식되어야 하며, 기존 경쟁사와의 경쟁에서 차별적으로 접근할 수 있는 방안으로 활용될 수 있을 것으로 기대한다. | |
카노모형이란? | 카노모형(Kano model)은 일본의 학자인 카노 노리아키에 의해 만들어진 이론으로써, 그는 품질 이론에 대한 연구를 통해 기존의 일원적 품질인식방법을 대체할 이원적 품질인식방법의 필요성을 확인하고, 만족과 불만족이라는 주관적 측면, 물리적 충족과 불충족의 객관적 측면을 고려하여 카노모형을 만들었다(Kano, Seraku, Takahashi, & Tsuji, 1984). 카노모형에 의하면 품질요소들은 매력적 품질요소, 일원적 품질요소, 당연적 품질요소, 무관심 품질요소, 역품질요소 등 5가지로 구분된다(Kano et al. |
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