Understanding key attributes in mobile service: Kano model approach

Baek, Seung Ik; Paik, Seung Kuk; Yoo, Weon Sang

doi:10.1007/978-3-642-02559-4_39

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Understanding key attributes in mobile service: Kano model approach

Baek, Seung Ik;
Paik, Seung Kuk;
Yoo, Weon Sang

Citations

SCOPUS

12

초록

This study investigated how customers perceive currently available 3G mobile services. More specifically, by using the Kano model, it tried to categorize them into five quality attributes: Attractive, One-Dimensional, Must-Be, Indifferent, and Reverse. The results showed that picture messaging, instant messaging, navigational aid, and mobile internet are considered as one-dimensional quality attributes. That is, the higher the level of fulfillment of these mobile services, the higher the customer's satisfaction, and vice versa.

키워드

3G Technology; Kano Model; Multimedia Mobile Service; 3G mobile services; 3G technology; Instant messaging; Kano model; Key attributes; Mobile Internet; Mobile service; Picture messaging; Quality attributes; Mobile telecommunication systems; Customer satisfaction

제목: Understanding key attributes in mobile service: Kano model approach

저자: Baek, Seung Ik; Paik, Seung Kuk; Yoo, Weon Sang

DOI: 10.1007/978-3-642-02559-4_39

발행일: 2009-07

유형: Conference Paper

저널명: Lecture Notes in Computer Science

권: 5618 LNCS

호: PART 2

페이지: 355 ~ 364

언어: ENG

출판사: Springer Verlag

발행국가: 미국

분량: 10 페이지

ISSN: E 1611-3349
P 0302-9743