Empirical study on Customer Satisfaction and others Factor influencing

Kim, Kyu-Sik; Ree, Sang-Bok

Journal of Korean Society for Quality Management > Volume 37(2); 2009 > Article

Journal of Korean Society for Quality Management 2009;37(2): 58-.

요소만족과 고객만족이 NPS(순추천고객지수)의 추천의향에 미치는 영향에 관한 실증 연구 - 부엌가구를 중심으로 -

김규식¹, 이상복²

¹(주)한샘 CS센터
²서경대학교 산업공학과

Empirical study on Customer Satisfaction and others Factor influencing "would recommend" in NPS(Net Promoter Score) - Focus on Kitchen furniture -

Kyu-Sik Kim¹, Sang-Bok Ree²

¹HANSSEM Co., CS Center
²Dept. of IE., Seokyeong University

ABSTRACT

Customer Satisfaction Management(CSM) is becoming more common and the importance of measuring the CS Index(CSI) is getting higher and higher. Furthermore, the existing CSI have many problems in view of the link between enterprise result and those indecision, which could not explain the links clearly. Therefore, NPS(Net Promoter Score) index have been developed by Fred Reichheld and the NPS shows up rapidly and attract attention. In this paper, we provide conceptual frameworks on the links among the latent variables(total CSI, elementary CS and the referral) and propose more effective and practical index between CSI and the "would recommend" index through testing the Structural Equation Model(SEM) on "CSI${leftrightarrow}$would recommend${leftrightarrow}$referral".

Key Words: Customer Satisfaction;NPS;would recommend;Empirical Study;