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Kano-SERVQUAL 통합 접근법을 이용한 자동차 서비스 품질에 대한 고객인식 연구 - H사(社)의 자동차 서비스를 중심으로 -
김학균 ( Hakgyun Kim ),송해근 ( Haegeun Song ),박영택 ( Young T. Park ) 한국품질경영학회 2016 품질경영학회지 Vol.44 No.4
Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in `H` company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers` expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers` expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).
New concept for Neck injury lessening system development
Sangdo Park(박상도),DongWoo Jeong(정동우),Hakgyun Kim(김학균),Taehoon Lee(이태훈),JinYoung Nam(남진영) 한국자동차공학회 2012 한국자동차공학회 부문종합 학술대회 Vol.2012 No.5
Recently, due to technological evolutions and social demands, motor vehicles are much requested to be enhanced in terms of occupant safety and comfort. As a result, many countries are reinforcing crash regulations and new car assessment programs. Automotive seats as essential parts to the passenger safety and comfort has become most important parts and many automotive companies concentrate on optimization of Neck Injury protection system. The Known factor to reduce neck injury is reducing relative movement between Head & Torso. This study is focused on reducing torso acceleration to minimize neck injuries by controlling seat back frame.