A study of developing Customer Satisfaction Index(CSI) used for Structural Equation Model(SEM) and applications of customers' decision - focused on the domestic automobile industry -

구조방정식을 이용한 고객만족지수 개발과 고객의사결정에의 활용 방안에 관한 연구 - 국내 자동차 산업을 중심으로 -

There are various methods to assess to company's outcome. Among them, the customers satisfaction, which is assessed by customers, is the most important. If the customers satisfaction is measured by the CSI based on the proper reliability and validity, you can apply the result for various marketing methods. Therefore, this study develops a model to assess CSI for an industry, specifically, local automotive industry based on the SEM that is already proven valid through assessing models such as ACSI, KCSI and NCSI. Moreover, this research can be utilized for marketing strategy helping customers to decide as an AHP model, one of the decision making method.