A Study on Satisfaction Factors of Customers Using Metropolitan Subway

도시철도 이용객들의 고객만족 요인에 관한 연구

The number of people using Seoul metropolitan subway is continually raising as the population and cars keep increasing. But recently, many people have a feeling of anxiety about several problems such as a fire and air pollution. Thus, the purpose of this paper is to propose a method which can improve the customer satisfaction. There are lots of positive and negative factors that influence people. To understand and analyze these factors, we conducted a questionnaire survey of people who usually use subway. From the obtained data, principle component analysis and K-means clustering method were implemented. Finally, for customer satisfaction, the factors which are needed to be concerned or solved are identified using cross-tabulation.