A Study on the Managing and Improving the KORAIL's Customer Service Charter System

코레일 고객서비스헌장의 운영현황과 발전적 개선방안

Since it's introduction in the late 19 century, the railway has taken an important role as people's feet and has conducted a stable management due to it's exclusive position for a long time. However, the competitions with other transportation devices such as cars and airlines are making it's previous position more or less weaker. In 1998, celebrating 100th anniversary, Korea Railway established the Customer Satisfaction Service Charter for the purpose of overcoming this competitive weakness, and as well to enhance it's service quality. The main purpose of this article is to depict and review the effectiveness of Customer Satisfaction Service Charter that has been adapted for a decade, and to suggest some effective supporting system that can make the charter to function more efficiently, and that would lead to the better realization of customer satisfaction service.