고객만족도 설문 분석 시스템에 관한 연구 = A Study on the Analysis System of Customer Satisfaction Survey

다국어 초록 (Multilingual 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.

참고문헌 (Reference)

1 남궁평, "인터넷을 이용한 설문조사와 고객만족도조사 시스템구현" 한국통계학회 18 (18): 713-727, 2005

2 권해익, "온라인 오픈마켓의 고객만족 영향요인에 관한 연구" 한국세무회계학회 27 (27): 167-184, 2010

3 Parasuraman, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality and Its Implication for Future Research" 64 : 1988

4 R.L. Oliver, "Measurement and Evaluation of Satisfaction with Retail setting" 56 : 1980

5 C.S. Park, "Hospital Marketing" Hong Pyunam 2002

6 Bell,S.J, "Customer relationship dynamics; Service quality and customer loyalty in the context of varying levels of customer expertixe and switching costs" 33 (33): 169-183, 2005

7 박용태, "An Empirical Study on the Relationship between Experience and Customer Loyalty in B2C Shopping Mall From An IS Success and Customer Satisfaction Perspective" 한국인터넷전자상거래학회 10 (10): 101-128, 2010

8 M.S. Knag, "A Study on the Scoring Customer Feedback System for B2C Service" 17 (17): 929-930, 2013

9 J. H. Park, "A Study on the Decision Factor of Customer Satisfaction" Seoul university Graduate School of Business 1993

10 M.K. Kim, "A Study on Customer Satisfaction of Medical Service" Konkuk university Graduate School of public Administration 2009