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Understanding key attributes in mobile service: Kano model approach
- Baek, Seung Ik;
- Paik, Seung Kuk;
- Yoo, Weon Sang
Citations
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12초록
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
- 발행일
- 2009-07
- 유형
- Conference Paper
- 권
- 5618 LNCS
- 호
- PART 2
- 페이지
- 355 ~ 364