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Development of a Management Support System for Customer Satisfaction in a City Gas Company  

Byun, Dae-Ho (Department of MIS, Kyungsung University,)
Yun, Won-Young (Department of Industrial Engineering, Pusan National University)
Publication Information
IE interfaces / v.15, no.2, 2002 , pp. 172-181 More about this Journal
Abstract
Customer satisfaction is undoubtedly one of the top strategic issues in the new decade. Today, many organizations are rushing to become more customer focused. A key component of many initiatives is the implementation of customer satisfaction software. In this paper, we provide a case study for customer satisfaction management in a city gas company. The three issues include the plan for giving premiums and the development of a happycall system and a web-based measurement system for customer satisfaction.
Keywords
customer satisfaction; happy call; city gas; database systems;
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