We examine this methodology by applying the real CSI data obtained from a security corporation
In this research, we suggest the methodology to analyze the Customer Satisfaction Index (CSI) to provide the dynamic view of the results, and establish strategies based on Customer Relationship Management (CRM). The methodology is composed of three major parts: Service view, Customer view and Cooperate view. Service view is about variable reduction among service quality related variables. In Customer view, we use demographic/preference/behavioral data to segment customers, and establish proper strategies on the CRM perspective depending on the characteristics of customer groups. Finally in Cooperate view, we set up company-wide strategies such as investment planning.
We examine this methodology by applying the real CSI data obtained from a security corporation.
