A study on bakery cafe selection attributes Kano model and PCSI index

This study analyzed the current customer satisfaction improvement index through the Kano model, Timko customer satisfaction coefficient, and PCSI index for selected attributes of 213 bakery cafe users. This study also proposed a possible future improvement range and investigated methods to maximize improvement. According to the Kano model analysis results, the convenience of using Wi-Fi, the convenience of kiosks, convenience of public transportation, arrangement of various events, offering of prizes and additional services, and availability of special customization of products were classified as indifferent quality factors and discount benefits as attractive quality factors. The upperelements of the Better coefficient of Timko's customer satisfaction coefficient were the friendliness of the staff and the taste of the product, while the Worse coefficients were the freshness of the product and the taste of the product. The PCSI index results showed that the degree of improvement in satisfaction mayncrease the most if it is an item requiring priority improvement and is met by the freshness of the product.