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Special Graduate Schools
Graduate School of Engineering
Department of Industrial Systems Engineering
3. Theses(Master)
시험인증 서비스의 고객만족 품질 향상 방법 연구
- Author(s)
- 전현종
- Advisor
- 장중순
- Department
- 산업대학원 산업시스템공학과
- Publisher
- The Graduate School, Ajou University
- Publication Year
- 2012-02
- Language
- kor
- Alternative Abstract
- This Study is to identify service quality in the field of Certification and Testing Business, and quality factors affecting on the customer satisfaction. To do this, data were collected from field engineers, regular staffs, and customer survey. The research found service quality factors and its priority that customer perceive upon services performed by Certification business. The study also showed the practice how to improve the customer satisfaction based on priority of the service quality factors. After review of survey and data from both internal and external customers, the quality factors of the business were developed with three level priorities and found there are differences of point of view between internal customer and external customer. Contribution of this research is to find service quality factors on the certification and testing business for the first time. The Study classified the level of service quality factors to approach the improvement of customer satisfaction. Also developing the Cause analysis sheet in this research can be the example of constant improvement tool with service quality factors.
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- Special Graduate Schools > Graduate School of Engineering > Department of Industrial Systems Engineering > 3. Theses(Master)
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