Improving Customer Satisfaction Management using the Satisfied Customer Segmentation based on Latent Class Analysis

Latent Class Analysis 기반의 만족 고객 세분화를 이용한 고객만족경영 향상 방안

  • 송기정 (상명대학교 일반대학원 경영공학과) ;
  • 서광규 (상명대학교 경영공학과) ;
  • 안범준 (상명대학교 경영공학과)
  • Received : 2011.08.23
  • Accepted : 2011.10.21
  • Published : 2011.12.28


Recently it is difficult to draw an improvement for customer satisfaction because the ratio of satisfied customers increases in customer satisfaction survey. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. In order to solve these problems, it is necessary to develop a novel research to identify the strategy meanings and find dissatisfied factors of satisfied customers using the satisfied customers' reclassification. This study focuses on the satisfied customer segmentation based on Latent Class Analysis (LCA). The case study with high-speed internet service customers show that the satisfied customers are divided into three subgroups using LCA and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.


Satisfied Customer;Latent Class Analysis;Customer Segmentation;Customer Satisfaction Management


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