Developing a Framework for Sustainable Customer Satisfaction Improvement based on the Public Satisfaction Index: Focusing on Environmental Corporation of Incheon
Hyemi Hwang, YoungGil Oh, DonHee Lee · Journal of Korea Service Management Society · 2024
The purpose of this study is to propose a framework for sustainable customer satisfaction improvement of Environmental Corporation of Incheon. The focus Corporation was analyzed based on a model using PSI evaluation indicators. The model is applied to extract the key success factors for developing customer satisfaction. The study results are used to develop a general framework for sustainable customer satisfaction improvement at Incheon Environment Corporation. The proposed framework is divided into three phases: Phase 1 (pre-service), Phase 2 (during service), and Phase 3 (post-service), along with detailed program activities, data collection and analysis methods, and evaluation utilization methods. Although this study proposes a framework for improving customer satisfaction by analyzing a specific public company, the study results are applicable to the general service field because customer satisfaction is the outcome of customers" assessment of the quality of services received.