A Comparison Study on Satisfied Customer Reclassification Methods for Customer Satisfaction Management

고객만족경영을 위한 만족고객 재분류 방법의 비교 연구

  • Received : 2012.11.26
  • Accepted : 2012.12.28
  • Published : 2013.01.31


This paper is an exploratory study 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, we compares the three satisfied customer reclassification methods such as attribute complex scores, satisfaction/dissatisfaction dimension and latent class analysis models. The case study results show that satisfied customer reclassification methods have merits and demerits and are expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.


Supported by : 상명대학교