Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Case Study for Improving Lecture Satisfaction using S-NS Diagram

S-NS 다이어그램으로 강의 만족도 개선 사례 연구

  • Ree, Sangbok (Dept. of Industrial Managemant System Engineering, Seokyeong University)
  • 이상복 (서경대학교 산업경영시스템공학과)
  • Received : 2015.06.29
  • Accepted : 2015.07.24
  • Published : 2015.12.31
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Abstract

Purpose: This paper proposes S-NS diagram. S-NS diagram helps us find core factors which improve customer satisfaction. Methods: S-NS diagram draws a scatter diagram based on marks obtained from surveys consisting of several questions on satisfaction and non-satisfaction at the same time. S-NS diagram is divided into the 4 regions. We focused on region B which is High satisfaction and high non-satisfaction shown in S-NS diagram. Region B is the areas for needs to improve. Results: S-NS diagram can find few important factors which affect customer satisfaction. We improve Lecture Satisfaction using S-NS Diagram. Conclusion: S-NS diagram has been proven to be an effective method for improving customer satisfaction with a lecture satisfaction improvement example. We know S-NS diagram can use many fields including manufacture and service areas.

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References

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