Kano모델과 Timko의 고객만족계수를 이용한 공항레스토랑의 서비스 품질에 관한 연구

초록

This study aimed to test service quality of airport restaurant through Kano model with positive and negative questionary. By analyzing Kano model and Timko’ customer satisfaction coefficient, we realize that the aim of this study is separating attractive quality, one dimensional quality, must-be quality,and indifferent quality. First, According to kano analysis, here is ambient conditions in attractive quality. Also here is behavior, expert, waiting time, and valence in one dimensional quality, attitude, design and social factors in indifferent quality. Finally nothing in Must-be quality. Secondly, Timko’ customer satisfaction coefficient is connected highly in waiting time(Better index 0.68) opposed in tangibles(Worse index–0.66). Most of all, the result Timko analysis, design is to change indifferent quality into attractive quality. Therefor, we have to research development on attractive quality in succession, make Better of Better index,and make best of worse index.

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