Kano 모델과 고객만족계수 기반 음악앱의 기능 및 서비스 개선 요구 분석

초록

The music app market has recently become increasingly competitive. Service providers should ensure a competitive advantage by improving the service quality of existing products and developing new features. In this context, this study attempts to identify the most prioritised features/services of music apps that need to be improved by capturing the needs of music app users. The results of the focus group interviews and a questionnaire based on the Kano model were used to collect user requirements. Afterwards, Timko's customer satisfaction coefficient analysis was used in order to capture the level of satisfaction and dissatisfaction with the features and service requirements of music applications that needed improvement. The 15 user requests for music application features and services were categorised into five attractive qualities, three unconcerned qualities, three taken-for-granted qualities and five one-dimensional quality elements, and the priority requests for improvement of music application features and services were proposed from the perspective of music application users. Timko's highest customer satisfaction indexes, the Better indexes, are in order of performance ticketing ( .66), interface management and customisation ( .59), interface screen brightness ( .58), song cut-off and skipping ( .57), and the lowest Worse indexes, in order of contextual song recommendations (- .65), recording of listening habits (- .62), interface screen brightness (- .60), and the display of update notifications for new features (- .58). Such results not only help to improve and provide music application services based on user experience, but also help to build a commodity development process from the user's point of view.

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