IPA방법을 이용한 TBSS 유형 및 특성에 따른 중요도와 만족도 분석

초록

The purpose of this paper is to analyze through the TBSS the importance and satisfaction of customer responses in five characteristics of convenience, playfulness, economy, reliability, and risk. TBSS types were designed as pure and standardized, pure and custom, mixed and standard, mixed and customized scenario, based on the TBSS service experience. Using IPA importance-satisfaction matrix, the service positions in possible overkill, keep up the good work, low priority, and concentrate here were analyzed according to the TBSS's traits. Unlike previous studies, this study investigates the importance and satisfaction applying TBSS's five traits and four types together, examining the differences according to general characteristics. Implications and provided for the current TBSS's possible overkill, keep up the good work, low priority, and concentrate here, offering a direction of customer needs based TBSS design and recognizing customers' importance

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