Using Kano Model to Understand an Effect of Specialization and Perceived Risk on Demand for Services in Marine Tourism

Abstract

This paper attempted to combine the Kano model and the service blueprint for quality management in marine tourism services. It also investigated the influence of customer characteristics, focusing on services that customers directly experience. Data were collected from those who experienced marine leisure in Korea in the past three years, and an analysis of differences between groups was conducted. The difference analysis showed significant differences in the frequency of service quality factors for men and women in six service items, and beginners showed significant differences in four items in the career comparison. Specialization and perceived risk were set as independent variables, and regression analysis was performed by setting the Timko coefficient as a dependent variable. The results showed that specialization did not significantly affect the customer satisfaction coefficient or the customer dissatisfaction coefficient. However, perceived risk had a significant negative effect on the customer satisfaction coefficient and a significant positive effect on the customer dissatisfaction coefficient. To attract those who strongly perceive risks as customers, a service strategy focusing on service elements that minimize complaints is more effective. In addition, it was found that women have a strong demand for both service elements that increase satisfaction and service elements that reduce dissatisfaction.

Recreational Fishery Environmental Suggestions of Sandu Island, Ningde, Fujian Province Based on KANO Model and Expert Verification

“…Therefore, the equipment and facilities in the unique environment of the island will age in advance compared with a normal environment, and there are more security risks [57]. When Kwon and Lim used the Kano model to explore the impact of demand for marine tourism services, they found that the most critical service was project safety [58]. Therefore, it can be seen from the analysis results of this study that basic support and safety support facilities are divided into Must-be quality elements, which play a key role in the service quality of recreational fisheries.…”

Innovation as a Tool for Sustainable Development in Small and Medium Size Enterprises in Slovakia

“…As stated by Kwon and Lim. or Medzík et al [62,63], when determining the quality characteristics, the quality level is determined by the highest frequency value. Therefore, even with the same quality factor, there is a limit to representing the difference between the relatively high-quality-level element and the low-quality-level element numerically.…”