How to Measure the Customer Saticefaction on Incheon Free Economic Zone Model Consulting

Title
How to Measure the Customer Saticefaction on Incheon Free Economic Zone Model Consulting
Authors
LEE, SUN HYE
Issue Date
2013
Publisher
KDI School of public policy and management
Abstract
This study measures the satisfaction of Incheon Free Economic Zone (IFEZ) Model Consulting by applying the modified extended expectancy confirmation model which revised by the expectancy disconfirmation model (1980). With the concern of the modified extended expectancy confirmation model, this study researched the relationships among elements of customer satisfaction; expectation, performance, confirmation / disconfirmation and satisfaction including awareness which is an element from the customer behavior. Moreover, This study measured the effect on each elements of Customer Satisfaction (CS) like i) awareness of IFEZ Model Consulting (IMC) affect to expectation of IMC; ii) expectation of IMC affect to perceived performance of IFEZ and confirmation; iii) perceived performance of IFEZ affect to confirmation and satisfaction; and iv) confirmation affect to satisfaction. In order to prove the hypotheses, this study applied statistical analyses such as regression analyses. The results of the research found that IMC’s satisfaction can measure the difference from expectation of IMC and performance of IFEZ.
URI
http://archives.kdischool.ac.kr/handle/11125/12301
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Appears in Collections:
Master's Thesis (2013)


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