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Case Study for Improving Lecture Satisfaction using S-NS Diagram
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 Title & Authors
Case Study for Improving Lecture Satisfaction using S-NS Diagram
Ree, Sangbok;
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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.
S-NS Diagrams;Satisfaction and Non-Satisfaction;Improving Customer Satisfaction;
 Cited by
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