CAJ | 학술논문

基于Kano模型对连锁咖啡店服务质量的要素进行分析，选择员工服务态度、咖啡的味道、咖啡店卫生状况和员工对所提意見的反馈等20个质量因素设计调查问卷，通过网络和走访收集到104份有效问卷，对问卷进行分析，并对质量要素进行了Kano分类分析。研究结果表明，稳定的免费无线网络、优惠活动、咖啡店的位置、咖啡店桌椅的舒适度和其他菜单的丰富程度是提高顾客满意度的关键要素，咖啡店的卫生状况、员工服务态度、咖啡的价格、咖啡店桌椅的舒适度、等待时间和对消费者意见的反馈是消除不满指标的5大重要因素。
기우Kano모형대련쇄가배점복무질량적요소진행분석，선택원공복무태도、가배적미도、가배점위생상황화원공대소제의견적반궤등20개질량인소설계조사문권，통과망락화주방수집도104빈유효문권，대문권진행분석，병대질량요소진행료Kano분류분석。연구결과표명，은정적면비무선망락、우혜활동、가배점적위치、가배점탁의적서괄도화기타채단적봉부정도시제고고객만의도적관건요소，가배점적위생상황、원공복무태도、가배적개격、가배점탁의적서괄도、등대시간화대소비자의견적반궤시소제불만지표적5대중요인소。
This work analyzes factors that influence customer satisfaction of coffee shop chains based on the Kano model.Twenty indexes are chosen concerning service attitude,taste of coffee, feedbacks on suggestions,health,and safety.A total of 104 questionnaires are used in the analy-sis.Based on the results,the quality patterns of service elements are classified using the Kano model.According to the survey results,1 6 indexes can be statistically classified into Kano catego-ries.The results show that the main factors affecting customer satisfaction include free Wi-Fi pro-vision,sales campaign,shop location,comfort of chairs and tables,and the variety of foods served.The 5 factors that need improvements to raise the degree of customer satisfaction are hy-giene status,service quality,price,waiting time,and feedback to customer comments.