지하철 이용고객의 서비스 만족도에 미치는 요인에 관한 연구 - 인천지하철 중심으로 - = The Factors Affecting Customer Service Satisfaction - Focusing on Incheon Subway -

다국어 초록 (Multilingual Abstract)

Through a satisfaction survey of Incheon citizens who use the subway this study ultimately suggests the usefulness of the Incheon subway and it is for the purpose of serving and promoting the public interest. For this purpose this study briefly looks at the theoretical background of user satisfaction, conducted the survey to measure the user satisfaction and analyzes the results.
The questionnaire contains five variables, including `operator kindness,` `train operations,` `surroundings,` and `safety` and it consists of overall satisfaction tied to these variables. These variables were set up considering the procedures.
The results of analyzing the questions of user satisfaction with the Incheon subway, overall satisfaction recorded a high score, but `train operations` and `surroundings` were relatively lower compared with the other variables and overall satisfaction.
According to these results, this study discusses how to reform to improve user satisfaction with the Incheon subway. In particular, it suggests political reforms for each item with detailed factors addressing the specific areas and proportion of dissatisfaction.