Kano 품질특성과 Timko의 고객만족계수를 이용한 공항 대기환경의 서비스 품질에 관한 연구

초록

The purpose of this study was to evaluate service quality in the airport waiting environment using the Kano attractive quality factor and Timko’s customer satisfaction coefficient. Survey questionnaire composed of positive and negative questions were distributed to passengers in the airport waiting area. By analyzing the collected data, Timko’s customer satisfaction coefficient was calculated. Interestingly, it was revealed that quality was categorized into four sub-dimensions: attractive quality, uni-dimensional quality, must-be quality, and indifferent quality. Data analysis results provided key implications. First, according to Kano analysis, attractive quality is composed of interior illumination and activity. Uni-dimensional quality is composed of temperature, indoor air, cleanliness, and spatial density factors(inconvenient, narrow, complex). Indifferent quality is composed of convenience and social density factors(busy, crowded, disorder). Second, activity of waiting seating condition factor has the highest Timko’s customer satisfaction coefficient(.58), but temperature of ambient condition factor and cleanliness of waiting seating condition factor have the lowest coefficient(-.51). Third, under Kano analysis, indoor air and spatial density are uni-dimensional quality. However, under Timko analysis, it was changed into attractive quality. Based on the data analysis results, strategies that can minimize Better index and minimize Worse index were suggested.

키워드