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http://dx.doi.org/10.5351/KJAS.2010.23.5.799

A Startegy to Improve Customer Satisfaction in Mutuality Bank: Focus on Suhyup  

Cho, Yong-Jun (National Federation of Fisheries Cooperatives Fisheries Economic Institute)
Park, Chun-Gun (Department of Mathematics, Kyonggi University)
Publication Information
The Korean Journal of Applied Statistics / v.23, no.5, 2010 , pp. 799-812 More about this Journal
Abstract
The public banking market (the main eld of the second banking sector) faces increased competition du to the expansion of the rst banking sector. In this situation, Customer Satisfaction Management(CSM is emerging as a core business factor to create continuous growth without competitive exclusion because it is possible to churn management and draw an advocate customer. In this pa- per, with Suhyup mutuality bank as a sample for research, I have looked for necessary Customer Satisfaction(CS) factors and deduced a Customer Satisfaction Index(CSI), Customer Loyalty and Net Promoter Score(NPS) of detail factors in CS through a survey. Based on these result, the strategic factors required to improve CS were found and strategic directions for CS were proposed through a CS portfolio analysis.
Keywords
Customer satisfaction; CSI; CS Portfolio; mutuality bank; NPS;
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Times Cited By KSCI : 5  (Citation Analysis)
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