Understanding key attributes in mobile service

Kano model approach

Seung Ik Baek, Seung Kuk Paik, Weon Sang Yoo

Research output: Chapter in Book/Report/Conference proceedingConference contributionResearchpeer-review

8 Citations (Scopus)

Abstract

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.

Original languageEnglish
Title of host publicationHuman Interface and the Management of Information
Subtitle of host publicationInformation and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings
Pages355-364
Number of pages10
EditionPART 2
DOIs
StatePublished - 2009 Dec 1
EventHuman Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings - San Diego, CA, United States
Duration: 2009 Jul 192009 Jul 24

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
NumberPART 2
Volume5618 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Other

OtherHuman Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings
CountryUnited States
CitySan Diego, CA
Period09/07/1909/07/24

Fingerprint

Mobile Services
Attribute
Customer Satisfaction
Customer satisfaction
Instant
Reverse
Customers
Internet
Model

Keywords

  • 3G Technology
  • Kano Model
  • Multimedia Mobile Service

Cite this

Baek, S. I., Paik, S. K., & Yoo, W. S. (2009). Understanding key attributes in mobile service: Kano model approach. In Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings (PART 2 ed., pp. 355-364). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 5618 LNCS, No. PART 2). https://doi.org/10.1007/978-3-642-02559-4_39
Baek, Seung Ik ; Paik, Seung Kuk ; Yoo, Weon Sang. / Understanding key attributes in mobile service : Kano model approach. Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings. PART 2. ed. 2009. pp. 355-364 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 2).
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Baek, SI, Paik, SK & Yoo, WS 2009, Understanding key attributes in mobile service: Kano model approach. in Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings. PART 2 edn, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), no. PART 2, vol. 5618 LNCS, pp. 355-364, Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings, San Diego, CA, United States, 09/07/19. https://doi.org/10.1007/978-3-642-02559-4_39

Understanding key attributes in mobile service : Kano model approach. / Baek, Seung Ik; Paik, Seung Kuk; Yoo, Weon Sang.

Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings. PART 2. ed. 2009. p. 355-364 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 5618 LNCS, No. PART 2).

Research output: Chapter in Book/Report/Conference proceedingConference contributionResearchpeer-review

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Baek SI, Paik SK, Yoo WS. Understanding key attributes in mobile service: Kano model approach. In Human Interface and the Management of Information: Information and Interaction - Symposium on Human Interface 2009, Held as Part of HCI International 2009, Proceedings. PART 2 ed. 2009. p. 355-364. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 2). https://doi.org/10.1007/978-3-642-02559-4_39