한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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- Pages.38-43
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- 2004
신제품개발을 위한 통합고객 만족도 평가모델에 관한 실증적 연구 -자동차 산업을 중심으로-
A Empirical Study on the Integrated Customer Satisfaction Evaluation Model for New Product Development -Focused on Automobile Industry -
- Kim Dong Nam (Dept. of Industrial Engineering, KyungHee Univ.) ;
- Cho Jai Rip (Dept. of Industrial Engineering, KyungHee Univ.)
- 발행 : 2004.04.01
초록
Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.
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