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http://dx.doi.org/10.7469/JKSQM.2015.43.4.489

Case Study for Improving Lecture Satisfaction using S-NS Diagram  

Ree, Sangbok (Dept. of Industrial Managemant System Engineering, Seokyeong University)
Publication Information
Journal of Korean Society for Quality Management / v.43, no.4, 2015 , pp. 489-498 More about this Journal
Abstract
Purpose: This paper proposes S-NS diagram. S-NS diagram helps us find core factors which improve customer satisfaction. Methods: S-NS diagram draws a scatter diagram based on marks obtained from surveys consisting of several questions on satisfaction and non-satisfaction at the same time. S-NS diagram is divided into the 4 regions. We focused on region B which is High satisfaction and high non-satisfaction shown in S-NS diagram. Region B is the areas for needs to improve. Results: S-NS diagram can find few important factors which affect customer satisfaction. We improve Lecture Satisfaction using S-NS Diagram. Conclusion: S-NS diagram has been proven to be an effective method for improving customer satisfaction with a lecture satisfaction improvement example. We know S-NS diagram can use many fields including manufacture and service areas.
Keywords
S-NS Diagrams; Satisfaction and Non-Satisfaction; Improving Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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