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카노와 의사결정나무를 활용한 금융서비스 로봇의 품질속성 분석 : 은행지점 도입용 금융서비스 로봇 사례

Title
카노와 의사결정나무를 활용한 금융서비스 로봇의 품질속성 분석 : 은행지점 도입용 금융서비스 로봇 사례
Other Titles
An Analysis of Service Robot Quality Attributesthrough the Kano Model and Decision Tree :Financial Service Robot for Introduction to Bank Branches
Author
한창희
Keywords
Kano; Decision Tree; CART; Quality Attributes; Service Robot
Issue Date
2021-04
Publisher
한국IT서비스학회
Citation
한국IT서비스학회지, v. 20, No. 2, Page. 111-126
Abstract
A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.
URI
http://koreascience.or.kr/article/JAKO202121061586463.pagehttps://repository.hanyang.ac.kr/handle/20.500.11754/166797
ISSN
1975-4256
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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