SEVRPERF와 PCSI 지수의 결합모형에 관한 연구

A Study on integration model SERVPERF and PCSI index

  Modern enterprise investigates customer satisfaction measurement for direction and estimation of business strategy. Specially, service industry estimates customer satisfaction measurement using a lot of occasion SERVQUAL Model. But, SERVQUAL Model uses questionnaire method of second-stage that investigates customer"s expectation and experience. SERVPERF　Model that improve complex shortcoming of these questionnaire because only uses experience. SERVPERF Model shall use investigating importance between quality characteristics(Reliability, Assurance, Tangibles, Empathy, Responsiveness) by customer survey. In this paper, suggests that SERVPERF weight using Potential Customer Satisfaction Improvement Index (PCSI Index) that means extent that customer"s satisfaction can increase.