[논문]카노 모델을 이용한 고창 자연마당의 서비스 품질 속성 분류

홍진표; 심윤진; 강필구; 최영자; 어양준; 서경원

doi:10.13087/kosert.2021.24.4.47

카노 모델을 이용한 고창 자연마당의 서비스 품질 속성 분류
Classifying Quality Attributes of Public Services in Gochang Jayeonmadang using Kano Model 원문보기

環境復元綠化 = Journal of the Korean Society of Environmental Restoration Technology, v.24 no.4, 2021년, pp.47 - 60

홍진표 (우영환경개발(주) 생태복원본부) , 심윤진 (한국농수산대학 조경학과) , 강필구 (고창군청 생태환경과) , 최영자 (고창군청 생태환경과) , 어양준 ((주)다인산업개발(주) 생태복원연구소) , 서경원 (우영환경개발(주) 생태복원본부)

Abstract ▼ AI-Helper

This study was conducted to classify quality attributes for quality elements of public service targeting Gochang Jayeonmadang and analyze their impact on resident satisfaction and dissatisfaction by each service quality element by using the Kano model and the customer satisfaction coefficient and dissatisfaction coefficient of Timko(1993). As a result of the study, all 20 quality elements of public service were classified as one-dimensional attributes. Since the Jayeonmadang project restores the damaged natural environment and restores the ecosystem, it is judged that satisfaction is proportionately satisfied as the natural environment has been restored and the ecosystem has been restored. According to Timko (1993)'s analysis of customer satisfaction coefficient, it is believed that the most effective way to improve residents' satisfaction is to carefully establish and implement maintenance plans and to create a good environment to ensure that plants have settled.

주제어

표/그림 (9)

그림 Figure 1. Kano model graph(Yang, 2005)
표 Table 1. Kano evaluation
표 Table 2. Quality elements of public services in Gochang Jayeonmadang
표 Table 3. Demographic characteristics of respondents
표 Table 4. A paired question and the evaluation table of the 5-point Likert-scale
표 Table 5. Subdivision of quality attributes
표 Table 6. Classification of quality attributes by quality elements of public services in Gochang Jayeonmadang
그림 Figure 2. Classification metrics using customer satisfaction coefficient
표 Table 7. Customer satisfaction coefficient by quality elements of public services in Gochang Jayeonmadang

참고문헌 (18)

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상세보기
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원문보기 상세보기
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상세보기
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상세보기
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상세보기

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