한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2006년도 추계 학술대회
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- Pages.79-84
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- 2006
총체적 고객만족계수를 활용한 백화점의 환경 서비스품질에 관한 연구
A Study on the Environmental Service Quality of Department Store by Total CS-coefficient
- Shin, Ah-Reum (Dept. of Industrial Engineering, Seokyeong University) ;
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Lee, Sang-Bok
(Dept. of Industrial Engineering, Seokyeong University)
- 발행 : 2006.11.17
초록
Many Papers of Customer satisfaction are issued. Kana who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction coefficient' that made up for the weak points of Kana' s model. But the model of Timko which have weak points as well that does not consider the indifferent Quality of the Kana's model. In this paper, I propose 'Total Customer Satisfaction coefficient' that made up for the weak points of Timko's Model also Kana's Model. And I have applied my method to the department store.
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