A Study on Satisfaction Factors of Customers Using Metropolitan Subway

도시철도 이용객들의 고객만족 요인에 관한 연구

  • 전현치 (고려대학교 정보경영공학부) ;
  • 김도회 (고려대학교 정보경영공학부) ;
  • 박상성 (고려대학교 정보경영공학부) ;
  • 장동식 (고려대학교 정보경영공학부)
  • Published : 2007.05.17

Abstract

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.

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