Kano 모형과 QFD를 활용한 국세청 홈택스 서비스 시스템 품질 제고방안에 관한 연구

초록

The purpose of this study is to provide practical guidelines for quality improvement plan of the Home Tax Service System with the QFD analysis by applying to the weighted value from average satisfaction coefficient in KANO model. The main results of this study are summarized as follows. First, in tax agent group, the design and color and the graphic items appeared in indifferent characteristic, whereas the personal security and the reporting contents security items appeared in must-be characteristic. Other items are appeared in one dimension characteristic. In public group, about 50 percent items are appeared in must-be characteristic. Secondly, based on ASC, the highest ranked items are four items of reaction property in tax agent group. In public group, the personal security item and the understandability item are ranked more important than in tax agent group. Thirdly, the EC items required to urgent improvement are the question and answer, the non-disclosure working process, the civil appeal handling, and the search engine for inside data and directory service. This study contributes to a new QFD method for reflecting service quality dimension, and analysis results provide practical guidelines.

키워드