Path: Home > Events > ISQFD 2002 > Programme> The relationship between service quality ...

Symposium programme, Tutorials, Venue, Registration, Schedule

Youngjoon Park, Chan-Gyu Kim, Hyoun-Jong Kim, Taeho Kim

The relationship between service quality, customer satisfaction and customer loyalty Using House of Quality and Logistic Regression

Track: B4

Abstract:
In this study, we propose the model to examine the relationship between service quality, customer satisfaction and customer loyalty for the ADSL service in South Korea. First, House of Quality (HOQ) has been used to find the relationship between service quality and customer satisfaction. HOQ is useful for relating customer needs and service quality factors. Then, the relationship among customer satisfaction and customer loyalty has been examined with Logistic Regression using 409 survey data. We could find critical customer needs for customer retention from the Logistic Regression.
This approach helps us to decide what quality factors should be improved in order to increase customer loyalty.

Authors:
Youngjoon Park is a Senior Researcher at the Internet Economy Research Team, ETRI, in Korea. He received his BS and MS degree in Industrial Engineering from Korea University of Korea, and PhD degree in Industrial Engineering from Korea University of Korea, in 2000. His research interests are in operations research and customer relationship management, particularly in data mining and production scheduling.

Authors:
Chan-Gyu Kim is a PhD candidate at Korea University and a Researcher at the Internet Economy Research Team, ETRI, in Korea. He received his BS from Hongik University and MS degree in Industrial Engineering from Korea University of Korea. His research interests are in internet traffic analysis, queuing theory and customer relationship management.

Hyuon-Jong Kim : Senior Researcher, Internet Economy Research Team, ETRI

Taeho Kim: Quality Management Director, ph.D., Business Reengineering Team, KT

© 2002 QFD Institut Deutschland e. V. All rights reserved. Terms of Use.