Customer Satisfaction Coefficient Research Articles

Application of the kano model to identify important sensory attributes of bubble tea drinks accompanied with boba pearl made from purple sweet potato and sugar palm fruit

The Indonesian bubble tea market is experiencing rapid growth and continuous innovation, marked by a diverse array of flavors and conceptual approaches. Bubble tea commonly includes tapioca pearls, rich in carbohydrates but lacking essential nutrients. To create healthier boba pearls, alternative ingredients like sweet purple potato and sugar palm fruit could be utilized. However, the critical sensory attributes influencing consumer preferences for these boba pearls remain unidentified. This research aims to discern essential attributes in bubble tea drinks with boba pearls made from purple sweet potatoes and sugar palm fruit, utilizing the Kano model to identify influential attributes. The KANO survey identified several attractive attributes, including the use of purple sweet potatoes and sugar palm fruit as main ingredients, the natural purple color, aroma, and taste of purple sweet potatoes, vanilla aroma and taste, utilization of cassava fructose syrup, creaminess in the bubble tea drink, and a naturally sweet taste from cassava fructose syrup. These attractive attributes demonstrated customer satisfaction coefficients ranging from 0.53 to 0.82 and dissatisfaction coefficients from -0.03 to 0.05. These findings are valuable for prioritizing attributes in the development of appealing and healthier bubble tea beverages, addressing consumer preferences effectively.

잠재적 고객만족 개선 지수(PCSI Index)를 활용한 학습관리 시스템(LMS)의 품질만족 인식에 관한 연구

This paper aims to analyze the satisfaction and perception of university students regarding the quality of Learning Management Systems (LMS) utilized in mobile environments. The analysis is conducted through Timko's Customer Satisfaction Coefficient and the PCSI Index. To achieve this goal, the definitions and concepts of smart learning and LMS are examined, and a survey on the quality satisfaction of LMS functionalities based on the Kano model is conducted among 127 university students. Through this process, Critical considerations for improving the quality of LMS in mobile environments are analyzed, including the prevention of information misperception errors, acquisition of course-related materials, and avoidance of repetitive unnecessary information. It is hoped that the directional insights derived from this study will serve as a basis for the development and design of specific LMS systems.

자율주행 모빌리티(5단계) 실내공간에서의 사용자 경험요소에 대한 연구

The rise of autonomous mobility is transforming mobility interiors for enhanced experiences. Users engage in various activities during transit, turning the mobility into a versatile space for relaxation, work, and play (Bed-Work-Play, BWP). This study, therefore, aims to identify future user expectations and propose directions for improving experiences in autonomous mobility interior space. By reviewing relevant studies from the past decade, we've grasped the evolving significance and role of these spaces. Analyzing three industry cases, we established criteria for meaningful experiential factors. We plan a Kano model-based survey for users with driving experience, employing Timko's Customer Satisfaction Coefficient and Potential Customer Satisfaction Index (PCSI) to prioritize improvements for specific experiential factors.

Investigating Parents' Satisfaction with Campus Architecture Planning Using the DQI and Kano Two-Dimensional Quality Model: A Case Study of an Elementary School in Northern Taiwan

Abstract The current design of campus buildings often lacks a thorough exploration of user needs. This study addresses this gap by developing a questionnaire based on the three design dimensions of the Design Quality Indicator (DQI) to assess design quality. Data collected through this questionnaire, along with the application of the Kano two-dimensional quality model (Kano Model) and Customer Satisfaction Coefficient (CSC), are utilized to identify the quality attributes of school buildings from the perspective of users. The study aims to locate the quadrant representing the overall user "satisfaction" and identify satisfactory elements. These findings can serve as essential references for future school construction designs. The sample for this study is derived from a Type A school in the northern region, with parent feedback obtained through a questionnaire survey. The research results indicate that, through the methodology constructed in this study and the proposed planning and design strategies, items meeting parental expectations and satisfaction can be inferred, contributing to the creation of a satisfactory campus architectural form. It is recommended for future research to expand the sample size to obtain a more comprehensive understanding for the planning and design of campus buildings. JEL classification numbers: I28. Keywords: Design Quality Indicator (DQI), Customer Satisfaction Coefficient (CSC), Kano two-dimensional quality model, Campus architecture.

선취업·후진학 성인학습자의 교육서비스 품질연구 : Kano model과 Timko 고객만족계수를 이용하여

The purpose of this study was to identify the degree of educational service quality perceived by adult learners in ‘Work First-then on College System’ who are college students only for adult learners in the lifelong education system of the LiFE project, and to secure data to build and operate better education services in the future. To this end, the educational service quality was classified using the Kano model, and the satisfaction and dissatisfaction indexes were measured by calculating the quality factor index through Timko's customer satisfaction coefficient. The results of the education service quality research are as follows. Among the 26 questions in the 5 factors of tangibility, reliability, empathy, certainty, and reactivity, 14 questions were classified as Attractive quality and 10 questions were classified as O-dimensional quality. And two questions showed the same measurement value for Attractive quality and O-dimensional quality. In addition, all Customer Satisfaction Coefficients were classified as Attractive quality with Better index higher than Worse index. Attractive quality is a positive factor that can be amplified to the level of customer satisfaction when the service is satisfied. All 5 questions regarding confidence in teaching expertise, preparedness, technique, friendliness, and fairness were found to be attractive qualities. In addition, O-dimensional quality is a factor that leads to satisfaction when satisfied and dissatisfaction when not satisfied, and is frequently found in tangible factors. This confirmed that the external parts such as university facilities and equipment are elements that must be satisfied first. The results of this study are expected to be used as data to secure and improve the quality of educational services for adult learners, to secure admission resources for adult learners, and to create a competitive advantage.

Using Kano Model to Understand an Effect of Specialization and Perceived Risk on Demand for Services in Marine Tourism

This paper attempted to combine the Kano model and the service blueprint for quality management in marine tourism services. It also investigated the influence of customer characteristics, focusing on services that customers directly experience. Data were collected from those who experienced marine leisure in Korea in the past three years, and an analysis of differences between groups was conducted. The difference analysis showed significant differences in the frequency of service quality factors for men and women in six service items, and beginners showed significant differences in four items in the career comparison. Specialization and perceived risk were set as independent variables, and regression analysis was performed by setting the Timko coefficient as a dependent variable. The results showed that specialization did not significantly affect the customer satisfaction coefficient or the customer dissatisfaction coefficient. However, perceived risk had a significant negative effect on the customer satisfaction coefficient and a significant positive effect on the customer dissatisfaction coefficient. To attract those who strongly perceive risks as customers, a service strategy focusing on service elements that minimize complaints is more effective. In addition, it was found that women have a strong demand for both service elements that increase satisfaction and service elements that reduce dissatisfaction.

ANALYSIS OF DIGITAL WALLET SERVICE QUALITY DURING THE COVID-19 PANDEMIC TO MEASURE CUSTOMER SATISFACTION USING THE KANO MODEL (CASE STUDY ON GOPAY AND DANA DIGITAL WALLETS)

Since the COVID-19 pandemic broke out in Indonesia in early March 2020, the Indonesian government has made efforts to limit the social activities of the community to break the chain of the spread of COVID-19. With this restriction, there has been a change in transaction behavior in the community to digital payments. The number of financial technology innovations during the pandemic is also increasingly attracting public interest. The type of financial technology that is often used is a digital wallet. The object of this research is GoPay and DANA because they have the most users and dominate the digital wallet market in Indonesia. The service quality factor has a high impact on customer perception to value digital wallets. Digital wallet companies must understand the wants and needs of their customers, and pay attention to customer satisfaction because it is very important to develop products. The research objectives are to describe the quality of GoPay and DANA services from customer perceptions, to find out the description of GoPay and DANA customer satisfaction, and to determine the effect of digital wallet service quality on customer satisfaction during the COVID-19 pandemic using the Kano Model method, then described through customer satisfaction mapping. Based on the research results, GoPay and DANA features are divided into “indifference”, “must be” and “one-dimensional” categories. Features that are in the “indifference” quadrant mean that they cannot meet customer expectations. GoPay and DANA must improve features that have low customer satisfaction coefficient values, and need to maintain features that have high customer satisfaction coefficient values, then later feature improvements can be made to achieve a higher level of customer satisfaction. The results of this study can be used as an overview, input, and additional information related to customer satisfaction. GoPay and DANA can identify customer wants and needs and can make decisions to improve, develop, improve and enhance their service features.

Optimal decision-making model for selecting residential green building technologies in China

China is expected to have an annual demand of 1 billion square meters of new residential floor areas in the next few years. Housing developers have adopted various green building technologies (GBTs) in building designs to meet the constantly rising green building (GB) standards. However, they often ignore users’ satisfaction and perception of these GBTs and doubt the cost-benefit assessment of GBTs. This study first constructed GBTs commonly used in residential construction in the Yangtze River Delta region, China. In particular, it adopted the Kano model and the Customer Satisfaction Coefficient (CSC) model to conduct questionnaire surveys on 171 Ningbo households to analyze the differences between developers’ and users’ perceptions of GBTs. Further, a zero-one integer programming (ZOIP) approach was used to build an optimal decision-making model for housing developers to select GBTs that take into account developers’ incremental cost and benefit assessment. The results showed that residents focus on technologies related to comfort and health issues, followed by energy-efficient technologies with lower costs. High-cost and low-scoring GBTs, such as new air systems and Low-E center louvered glass, will be excluded. The decision model clarifies the differences between developers’ and users’ perceptions of GBTs and effectively assists developers in rationalizing the selection of GBTs. Furthermore, it is suggested that the proposed model can be widely applied to other projects in different regions in the future to promote GB markets in China.

Factors Influencing the Sustainability of Stroke Rehabilitation Services in Community: An Analysis Based on Kano Model

A patient’s enthusiasm will affect their recovery during stroke rehabilitation training. Since rehabilitation training is a long process, patients are usually cared for at home, especially during the COVID-19 pandemic. However, professional supervision in the community is often lacking, resulting in low patient participation and initiative as well as the low sustainability of rehabilitation services. At present, many researchers are trying to optimize the process of community rehabilitation services to improve patient compliance. The majority of them, however, have failed to fully consider the psychological needs of the patients. Our aim was to find the key factors affecting patients’ enthusiasm to participate in rehabilitation training. We also wanted to provide an optimal scheme for enhancing the sustainability of community rehabilitation services. Based on patient-centered research, we applied the Kano model and the customer satisfaction coefficient to the study and established a framework for improving the community rehabilitation experience. We observed that patients must first understand basic rehabilitation information and effective rehabilitation methods. Additionally, we found that some factors related to incentive and pleasure could meet the psychological needs of patients. Furthermore, as a result of this research, we applied the framework in practice and refined the design of a rehabilitation-training service system. This work may have significance for the design of sustainable community rehabilitation services. The purpose of this paper is to indicate the direction of rehabilitation services so that patients can take the initiative in rehabilitation.

Exploring the Key Priority Development Projects of Smart Transportation for Sustainability: Using Kano Model

Many smart transport programs are being carried out despite the fact that new smart transport programs technologies are not yet mature and people’s needs are not fully understood. As a result, many smart transport projects fall into chaos and fail to operate successfully, and can even impede socioeconomic development for sustainability. Therefore, this study suggests that cities should consider first the perceptions of people toward smart transport before they actively implement smart transport projects; this is an indispensable, key step to the smooth development of smart transport. Based on exploratory research, the study explores the procedure of constructing a kano model of smart transportation. A six-stage procedure is developed as primary collected 50 smart transport cases worldwide and then extracted 24 smart transport items. We designed questionnaire contents within the theoretical framework of the kano model, and eventually collected 369 completed questionnaires to determine how smart transport items can be classified under appropriate need attributes. Additionally, we use the customer satisfaction coefficient method to further prioritize the smart transport items, and four methods to prioritize them. Decision-makers can consider prioritization results from using different rules and methods, and reduce the gap between technologies implementation and actual needs.

A Study on the Factors Affecting Customer Satisfaction with Institutional Foodservice during COVID-19.

This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they indicated that harmonious menu composition, food taste, food temperature, close proximity to the restaurant, clean tableware, staff hygiene, hand sanitizer use, and table dividers were important concepts (qualities). Second, factors affecting customer satisfaction and dissatisfaction with institutional foodservice were analyzed using the Kano model, customer satisfaction coefficient, and importance–satisfaction analysis. The highest priorities derived from those analyses for improving the quality of institutional foodservice were harmonious menu composition and food temperature. This mixed-methods study is meaningful because it comprehensively analyzes the satisfaction factors important to customers of institutional foodservice, which have changed because of COVID-19. Therefore, these results will help to improve institutional foodservice and industrial development.

Kano모델에 기반한 판매자 관점의 외식배달 플랫폼 품질속성 분류

Most of the research on the quality of the existing food delivery platform was conducted on consumers. However, from the perspective of platform operators, restaurant sellers that enter the platform and provide restaurant services are also major members of the platform, and research is needed accordingly, but it is insufficient. Therefore, this study conducted a study on the quality attributes of sellers using the food delivery platform based on the Kano model, a quality planning theory. In addition, the difference in the Kano model according to the seller's usage behavior was analyzed and statistical significance was tested, and the customer satisfaction coefficient and potential customer satisfaction improvement index (PCSI) were derived to supplement the Kano model. Sellers using the food delivery platform were classified as a unified quality factor that causes satisfaction when satisfied and dissatisfaction when not satisfied with all the quality attributes of the platform. In the case of the Kano model by seller's usage behavior, there was no difference, but as a result of the chi-square test, statistical significance was confirmed for a specific item. As a result of deriving the customer satisfaction coefficient, the top items of the satisfaction coefficient were “advertising effect on the platform,” “number of platform users,” and “support of Coupon/Event costs,” and “quickness of customer center response” as the top items. The Potential Customer Satisfaction Improvement Index (PCSI) was found to have the top items such as 'Instant Action Function for Negative Reviews', 'Fee Price Appropriateness', and 'Rationality of Advertising Costs'. This study is expected to provide strategic implications for platform quality strategies for sellers from the standpoint of operators operating the food delivery platform by analyzing the quality attributes perceived by sellers using the food delivery platform based on the Kano model.

A Study on the Effect of Satisfaction and Dissatisfaction Factors on Overseas Direct Purchases among Korean Consumers

Purpose This study analyzes factors of satisfaction and dissatisfaction for overseas direct purchases in order to convert or induce overseas direct purchases into domestic purchases. Design/Methodology/Approach This study used 243 samples collected through surveys from Korean consumers with overseas direct purchase experience for analysis. This study analyzed the factors of satisfaction and dissatisfaction of overseas direct purchases of Korean consumers through the use of statistical methods including frequency analysis, cross tabulation analysis, and multiple linear regression analysis. Findings As a result of classifying quality attributes based on the Kano model, 1 indifferent quality and 19 one-dimensional qualities were found. In results using Timko’s customer satisfaction coefficient, ‘cheapness’, ‘appropriateness’, ‘product diversity’, ‘economic efficiency’, and ‘delivery speed’ were ranked as the top satisfaction coefficients, and ‘cheapness’, ‘economic value’, ‘appropriateness’, ‘delivery speed’, ‘product diversity’, and exchangeability’ were ranked as the top dissatisfaction coefficients. As a result of multiple linear regression analysis, it was found that both satisfaction and dissatisfaction had the greatest effect on cheapness. Research Implications This study attempted to analyze a situation where studies on the conversion of direct overseas purchase to domestic purchase were insignificant. In order to induce or convert overseas direct purchases into domestic purchases at a time when overseas direct purchases are increasing, price factors should be prioritized, and efforts should be made to ensure that product diversity and delivery are quickly carried out, and exchanges and returns are performed properly.

Kano 모델 및 Timko의 계수를 활용한 자재 관리 품질 특성 연구

Purpose In cases of inventory management at small and medium-sized manufacturing companies, it is difficult to distinguish priorities of on-site inventory management, and the activities to identify and improve inventory management problems are not clear. To solve these problems, we suggest the methodology to present the quality characteristics that need improvement first. Methods We propose the quality characteristics that need improvement by applying the methodology. We define the quality attributes of inventory management and classify the quality characteristics through a survey applying Kano model. Using the results of the survey, Timko’s customer satisfaction coefficient is calculated to improve the quality of inventory management. Results The proposed model is validated through a case study of a shipbuilding equipment manufacturing company. The model identified and classified 11 attributes of the quality of inventory management. The reliability of these attributes are verified by the Cronbach’s alpha (α). Conclusion The proposed model contributes to identify key attributes that affect the manufacturer''s inventory management. The model can also provide priorities of the attributes that need to be improved first. Therefore, this research can help to clearly identify and progress the improvement activities that are really needed in practical manufacturing companies.

Kano 모형과 Timko의 고객만족계수를 이용한 관광벤처기업의 모바일 여행플랫폼 서비스 품질 분석

This research has the purpose of identifying the satisfaction/dissatisfaction of free(or paid) provision of mobile tourism platform services through the Kano model analysis method. Also, using Timko’s customer satisfaction coefficient, this research has the purpose of contributing to the discovery of whether mobile travel platform services’ revenue exists, and how to generate it, based on the perspective of tourism venture companies through identifying the satisfaction level of the services when they are free, and the dissatisfaction level of the services when they are purchased. For this research, an online survey was conducted for one month(Jan.~Feb. 2021), and a total of 276 responses were used for the analysis. Based on the conclusion of this research, we mentioned its significance and limitations.

Understanding British and Danish sailing tourism markets: an analysis based on Kano's Evaluation Matrix

ABSTRACT Sailing tourism is deemed to be a significant tourism activity and economic contributor. Without an adequate assessment of the impact of marina attributes on tourist satisfaction, sailing destinations may not be able to map out successful marketing strategies and effectively increase destination attractiveness. Therefore, this research examined the marina attributes that impact the satisfaction of British and Danish sailing tourists, by adopting independent-samples t-tests, Kano's Evaluation Matrix (KEM) analysis, and the calculation of customer satisfaction coefficients. This research found differences between the British and Danish sailing tourists’ perceptions of marina attributes. The British sailing tourists place greater importance to safe sailing experience, while the Danish appear to place more emphasis on the service amenities and recreational opportunities. The findings of this research are of benefit to the sailing industry and destination communities as it gives an insight into the factors that are necessary to provide higher levels of tourist satisfaction and consequent improvements to socioeconomic benefits from sailing tourism.

A Study of Evaluation of Two-dimensional Quality Elements of Convention Tourism Based on Kano Model-A Case Study on Macao

Macao is an international tourism city. With the burgeoning development of meetings, incentives, conventions and exhibitions (MICE) industry over these years, convention tourism has become an integral part of tourism products in Macao. With a case study on convention participants in Macao and Kano model as the study approach, this study investigates the participants’ expectations for the quality of convention tourism in Macao and the two-dimensional quality of convention tourism products in Macao. In this study, a total of 202 valid questionnaires were classified based on the two-dimensional attributes, and the customer satisfaction coefficient was calculated as the basis for quality improvement of convention tourism. Based on the study findings, this study presents convention organizers and relevant government departments with targeted suggestions.

노인종합복지관 스포츠프로그램 서비스품질요소 분석: Kano모델을 적용한 고객만족계수와 PCSI지수를 중심으로

노인종합복지관 스포츠프로그램 서비스품질요소 분석: Kano모델을 적용한 고객만족계수와 PCSI지수를 중심으로

Kano모델을 이용한 배달앱 선택속성에 관한 연구

July 28, 2020 for residents of Seoul, Gyeonggi, and metropolitan areas who have experience using delivery apps in order to understand which optional attributes of the delivery app reflect customer needs and which optional attributes should be improved first. From August 10th to August 10th, 3 indifferent qualities and 18 unified qualities were derived using the Kano model through a total of 238 samples. In Timko's Customer Satisfaction Coefficient, the items with higher Better Coefficient are the food taste and quality, the correct arrival time, detailed photos of the menu composition, the hygiene of the packaging, and the packaging hygiene with a high Worse coefficient in the order of luxurious packaging type. The taste and quality of food, resolution of inconveniences such as cancellation and refund, clear delivery fee notification, and thorough personal information security were followed. The simplicity of the membership registration process classified as attractive quality factor in the Timko customer satisfaction coefficient, thorough personal information security, accurate delivery of information such as menu, price, and business hours, reliable and honest reviews, accurate expected arrival time, food taste and quality, The hygiene of packaging, detailed photos of the menu composition, payment and accumulation of mileage, coupon, discount, and points, diversity of payment methods, and the simple payment system are attributes that can differentiate when increasing customer satisfaction and need to be used as a marketing strategy.

Kano모델을 이용한 배달앱 선택속성에 관한 연구

July 28, 2020 for residents of Seoul, Gyeonggi, and metropolitan areas who have experience using delivery apps in order to understand which optional attributes of the delivery app reflect customer needs and which optional attributes should be improved first. From August 10th to August 10th, 3 indifferent qualities and 18 unified qualities were derived using the Kano model through a total of 238 samples. In Timko's Customer Satisfaction Coefficient, the items with higher Better Coefficient are the food taste and quality, the correct arrival time, detailed photos of the menu composition, the hygiene of the packaging, and the packaging hygiene with a high Worse coefficient in the order of luxurious packaging type. The taste and quality of food, resolution of inconveniences such as cancellation and refund, clear delivery fee notification, and thorough personal information security were followed. The simplicity of the membership registration process classified as attractive quality factor in the Timko customer satisfaction coefficient, thorough personal information security, accurate delivery of information such as menu, price, and business hours, reliable and honest reviews, accurate expected arrival time, food taste and quality, The hygiene of packaging, detailed photos of the menu composition, payment and accumulation of mileage, coupon, discount, and points, diversity of payment methods, and the simple payment system are attributes that can differentiate when increasing customer satisfaction and need to be used as a marketing strategy.