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Comparison of Customer Satisfaction Indices Using Different Methods of Weight Calculation

가중치 산출방법에 따른 고객만족도지수의 비교

  • 이상준 (세명대학교 교양과정부) ;
  • 김용태 (단국대학교 응용통계학과) ;
  • 김성윤 (동국대학교 경영학과)
  • Received : 2013.10.21
  • Accepted : 2013.12.20
  • Published : 2013.12.28

Abstract

This study compares Customer Satisfaction Index(CSI) and the weight for each dimension by applying various methods of weight calculation and attempts to suggest some implications. For the purpose, the study classified the methods of weight calculation into the subjective method and the statistical method. Constant sum scale was used for the subjective method, and the statistical method was again segmented into correlation analysis, principal component analysis, factor analysis, structural equation model. The findings showed that there is difference between the weights from the subjective method and the statistical method. The order of the weights by the analysis methods were classified with similar patterns. Besides, the weight for each dimension by different methods of weight calculation showed considerable deviation and revealed the difference of discrimination and stability among the dimensions. Lastly, the CSI calculated by various methods of weight calculation showed to be the highest in structural equation model, followed by in the order of regression analysis, correlation analysis, arithmetic mean, principal component analysis, constant sum scale and factor analysis. The CSI calculated by each method showed to have statistically significant difference.

Keywords

Customer Satisfaction Survey;CSI;Weight;Subjective method;Statistical method

Acknowledgement

Supported by : 세명대학교

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