A Study on the Survey System for Customer Satisfaction Feedback in the Service Industry

서비스산업의 고객 만족도 피드백을 위한 설문 시스템에 관한 연구

Kang, Min-Shik;Song, Eun-Jee;Kong, Hyo-Soon

  • Received : 2015.08.31
  • Accepted : 2015.09.30
  • Published : 2015.10.31


An accurate feedback about customer satisfaction is a very important factor to efficiently manage achievements in the service industry. However, Korea is lack of quantitative and standardized system of customer satisfaction measurement. This paper suggests standardized survey system with more in-depth and various methods of questionnaire survey as well as analysis which is able to efficiently evaluate customer satisfaction. This system is that investigates customer satisfaction of process based services, which uses various methods including simply designed questionnaires, customer satisfaction survey via mobile, and an investigation on follow-up satisfaction rate. In addition, we adopted scoring system to digitize a degree of satisfaction rate, so the suggested system provides an opportunity to improve specific objects those need to be improved by clearly evaluating a degree of satisfaction rate and applying various analysis techniques, such as IPA (Importance Performance Analysis), process analysis, and expectation analysis etc. This study substantiates suggested system through applying it to travel agency which is a representative enterprise of tour service.


Service industry;Customer satisfaction Feedback;Survey System;Process Analysis;Expectation Analysis


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Grant : B2C 서비스 산업의 효과적인 성과관리를 위한 정성적 고객 피드백 분석과 서비스 구성 및 평가 기술 개발