Abstract
This study investigated how customers perceive currently available 3G mobile services. More specifically, by using the Kano model, it tried to categorize them into five quality attributes: Attractive, One-Dimensional, Must-Be, Indifferent, and Reverse. The results showed that picture messaging, instant messaging, navigational aid, and mobile internet are considered as “one-dimensional quality attributes”. That is, the higher the level of fulfillment of these mobile services, the higher the customer’s satisfaction, and vice versa.
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© 2009 Springer-Verlag Berlin Heidelberg
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Baek, S.I., Paik, S.K., Yoo, W.S. (2009). Understanding Key Attributes in Mobile Service: Kano Model Approach. In: Salvendy, G., Smith, M.J. (eds) Human Interface and the Management of Information. Information and Interaction. Human Interface 2009. Lecture Notes in Computer Science, vol 5618. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-02559-4_39
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DOI: https://doi.org/10.1007/978-3-642-02559-4_39
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