Structural Equation Model for Customer Satisfaction Index for Ubiquitous Home Network System
Soo-Bong Chun, Nam-Min Woo, Jae-In Yi, So-Young Sohn · Journal of the Korean society for quality management · 2007
The demand of ubiquitous home network system is rapidly increasing in Korea as each construction enterprise makes a huge effort to introduce it to apartment complex. However, the design of home network system is rather technology oriented than the customer focused. Lack of knowledge about customer needs is an obstacle in spreading the ubiquitous home network system to the market regardless of technology development. In this paper, we propose a HCSI(customer satisfaction index for home network system) using an SEM(structural equation model) where structural relationship among several factors influential on users' satisfaction is considered. This model enables to calculate the satisfaction index for target customer group so that one can provide necessary feedback information for improvement of the home network system used for each group.