노량진수산시장 고객만족 향상을 위한 조사체계 구축방안A Study on Establishing Survey System for Noryangjin Fisheries Wholesale Market
- Authors
- 조용준; 김영화
- Issue Date
- Dec-2010
- Publisher
- 한국통계학회
- Keywords
- 고객만족; 고객만족도; 고객만족 포트폴리오; 고객순추천지수; CS(customer satisfaction); CSI(customer satisfaction Index); CS portfolio; NPS(net promoter score)
- Citation
- 응용통계연구, v.23, no.6, pp 1023 - 1034
- Pages
- 12
- Journal Title
- 응용통계연구
- Volume
- 23
- Number
- 6
- Start Page
- 1023
- End Page
- 1034
- URI
- https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/36156
- DOI
- 10.5351/KJAS.2010.23.6.1023
- ISSN
- 1225-066X
- Abstract
- 노량진수산시장은 국내 최대의 소비자 수산물 전문 도매시장으로 서울지역의 수산물 공급에 큰 역할을 담당해 왔다. 최근 대형할인점 등의진출로 인해 수산물 유통에서도 큰 변화가 나타나고 있으며, 노량진수산시장도 이에 대한 대응책으로 고객관점의 서비스 전략개발을 중요하게고려하고있다. 본 연구에서는 이러한 상황에서 소비자들이 원하는 고객만족요소가 무엇인지 확인하고 노량진수산시장의 고객만족도 조사체계를구축하며, 설문조사를 통해 고객만족수준과 충성도수준을 정확하게 진단하여 노량진수산시장의 고객만족경영 전략방향을 제시한다.
Noryangjin fisheries wholesale market is the largest wholesale seafood market in Seoul and the steady supply of fish is important in meeting consumer demand. Recent expansions (such as discount stores)has changed the fish distribution model and Noryangjin Fisheries Market is developing a new customer-oriented service strategy. In this study, we found the customer satisfaction factors and established a survey system for customer satisfaction for Noryangjin fisheries wholesale market. In addition,the customer satisfaction and loyalty levels are accurately diagnosed through surveys; in addition,the strategic direction of the customer satisfaction of Noryangjin fisheries wholesale market is presented.
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