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A Case Study on the Building of Service Quality Improvement Strategies Using CSI, ESI and KPI: Focusing on Public Sector  

Lee, Min-Jung (IT Policy and Strategy Research Institute, Yonsei University)
Publication Information
Information Systems Review / v.13, no.3, 2011 , pp. 83-97 More about this Journal
Abstract
CRM (Customer relationship management) has become increasingly relevant in the public sector as citizens have become accustomed to high levels of service in private sectors. Public sectors have begun to emphasize on their customers and customer service quality. Thus to improve the service quality in citizens, public sectors conduct several types of surveys to analyze customer satisfaction and employee satisfaction on their product/services. Most of the public sector organizations, however, are reluctant to conduct the total survey targeting the whole teams and analyze the relationship among types of surveys because of the limitation of budget and time. In this paper, we propose the methodology to analyze the relationship of customer satisfaction index, employee satisfaction index and KPI achievement of whole teams and a framework which identifies key action initiatives and builds KPI.
Keywords
Customer Satisfaction Index(CSI); Employee Satisfaction Index(ESI); Key Performance Indicator(KPI); KPI Achievement; Public Service Quality;
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