A case study on the change of customer satisfaction caused by outsourcing ticket sales

Abstract

The objective of this study is to compare and analyze rail stations with non-outsourced rail stations in the ticket sales relating to customer satisfaction in Korea Railroad. For this purpose, first of all, the total satisfaction is compared among stations in Youngdeungpo area in Seoul. Second, to examine the difference between the outsourced stations and non-outsourced stations, demographics are compared to measure the satisfaction degree. Third, the outsourced stations and non-outsourced stations are compared regarding customer satisfaction. Fourth, the outsourced stations and non-outsourced stations are compared in terms of importance for each service. It was found that customers were more satisfied with non-outsourced station than the outsourced station, implying that the factors which make the difference are needed to be further investigated. Copyright (C) 2011 John Wiley & Sons, Ltd.