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http://dx.doi.org/10.6109/jkiice.2014.18.4.899

A Study on the Analysis System of Customer Satisfaction Survey  

Kang, Min-Shik (Dept. of Industrial and Management Engineering Namseoul University)
Publication Information
Journal of the Korea Institute of Information and Communication Engineering / v.18, no.4, 2014 , pp. 899-905 More about this Journal
Abstract
In order for corporations and institutions to perform efficient management, they first have to infer what factors customers seek for, then continuously strive to provide them with better service. The most important element to provide better service is accurate feedback from customers; however, Korea lacks of standardized system for measuring customer satisfaction. This study suggests the analysis system for survey, which evaluates customer satisfaction efficiently. The system sets up measuring factor for each service quality, and makes it possible to perform methodically. Especially, the system introduces scoring scheme so that it evaluates quality of service or unit service and prioritizes factors those need to be improved. Furthermore, the survey is operated via mobile and online system, which can be analyzed in real time, and lets foreigners use in their own languages. Through applying the analysis system of customer satisfaction survey to students who participated in work-study program, it substantiates the effectiveness of this system.
Keywords
Customer satisfaction; Survey; Analysis system; B2C service; SERVQUAL;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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