| Autor: |
Sangbok Ree |
| Rok vydání: |
2015 |
| Předmět: |
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| Zdroj: |
Journal of the Korean society for quality management. 43:489-498 |
| ISSN: |
1229-1889 |
| DOI: |
10.7469/jksqm.2015.43.4.489 |
| Popis: |
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 manu- facture and service areas. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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