고객만족도의 Hybrid 중요도 산출방법

초록

CS(Customer Satisfaction) has been focused as one of the most important factorsin business administration nowadays. After measuring and evaluating CS level, mostcompanies are performing many activities to improve it. Therefore, it is very impor-tant for driving CS management to measure the exact CS level. When measuring CSlevel, however, CSI(Customer Satisfaction Index) is changed by the computing method