Improving Customer Satisfaction Management using the Satisfied Customer Reclassification based on Attribute Complex Scores

속성복합점수 기반의 만족 고객 재분류를 이용한 고객만족경영 향상 방안

  • 송기정 (상명대학교 일반대학원 경영공학과) ;
  • 서광규 (상명대학교 경영공학과) ;
  • 안범준 (상명대학교 경영공학과)
  • Received : 2011.03.16
  • Accepted : 2011.07.11
  • Published : 2011.07.28


This paper is an investigative research to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, it is necessary to develop the new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study proposes the satisfied customer reclassification method based on attribute complex scores. The excremental results show that the it was expected to present more improved results than the number-producing oriented one dimensional model. 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.


AHP;DEA;The Combined Model;Efficiency


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