레저스포츠시설 이용의 SNS서비스품질 속성 평가를 통한 서비스 개선 우선순위 분석: Kano 모델과 PCSI 지수 활용을 중심으로 = Service Improvement Priority Analysis through Evaluation of Quality Attributes of SNS (Social Network Service) for Leisure Sports Facility Use: By Kano Model & Potential Customer Satisfaction Improvement Index

다국어 초록 (Multilingual Abstract)

The purpose of this study was to measure and evaluate SNS quality of leisure sports facility. For this study, Delphi method was done by 15 experts group. It was composed of total three rounds like reviewing to change or add measured items extracted from preceding researches. This survey conducted through the final item was conducted on 450 users who have used SNS at leisure sports facilities more than 10 times. 443 questionnaires were used for the actual analysis after excluding 7 questionnaires with insincere responses or no reliability. use, and uses Kano model, customer satisfaction coefficient, and Potential Customer Satisfaction Improvement Index(PCSI) analysis in order to evaluate SNS quality of leisure sports facilities and derive improvement priorities. Microsoft Office Excel 2019, SPSS 25.0, Kano model, Timko(1993)’s customer satisfaction coefficient and PCSI index of Lim Sung-wook (2005) were used. The results were as follows: First, the service quality factors of SNS Model in the use of leisure sports facilities were extracted from 52 items of the first 5 components to 28 items of 6 components through the Delphi method. Second, As a result of classifying SNS service quality factors of leisure sports facilities using the Kano model, all 28 factors were classified as unitary quality factors. Third, in the results of drawing the customer satisfaction coefficient through the classification of service quality factors of SNS Model, Better Index showed high value in the order of ‘Contents that can be immersed’, ‘Expectations met’, ‘Fun and enjoyable experiences’, ‘Providing interest in leisure information’. Worse Index showed high value in the order of ‘accurate information’, ‘quick response’, ‘information conciseness’, and ‘help in using actual services’. Fourthly, In the PCSI, when ‘reservation management compared to offline’ is satisfied, the improvement in customer satisfaction is expected to increase the most. Nextly, ‘convenience of information’, ‘convenience of reservations’, ‘convenient to search for information on leisure sports facilities’, were followed.