목차
1. Introduction - Purpose & Importance
1-1.
Purpose
1-2. Complain handling services concept and importance
2.
Points
2-1. Method & Sample character
2-2. Analysis
3.
Conclusion
<Reference>
본문
3) The general
estimation about service quality and satisfaction
- In general service
quality, bad is 1people, 2.5%, not good is 2people, 5.0%, not sure is 10people,
25.0%, a little satisfied is 10people, 25.0%, satisfied is 12people, 30.0%, and
satisfied a lot is 5people, 12.5%. The average is 5.10. This result presents
that the service quality in customers perception is more than satisfied a
little.
In general customers level of satisfaction, bad is 1people, 2.5%,
not good is 3people, 7.5%, not sure is 8people, 20.0%, satisfied a little is
11people, 27.5%, satisfied is 11people, 27.5%, satisfied a lot is 6people,
15.0%. In general ability to recommend, bad is 1people, 2.5%, not good is
4people, 10.0%, not sure is 12people, 30.0%, satisfied a little is 8people,
20.0%, satisfied is 7people, 17.5%, satisfied a lot is 8people, 20.0%.
To
increase the level of customers satisfaction companies have to offer the best
complain handling service. Here are some strategies. The first rule of service
recovery quality is to do it right the first time. In this way recovery is
unnecessary, customers get what they expect, and the costs of redoing the
service and compensating for errors can be avoided. Next, a critical component
of a service recovery strategy is thus to encourage and
본문내용
es
1. Introduction - Purpose & Importance
1-1.
Purpose
- Many company want to provide product that give impression and
service, but they fail to provide good product and service. Process problem,
employee mistake, and customer mistake, etc are main reason why they occur. For
these reason, company try to provide effective complain handling service. It is
good way to satisfy customer expect, and to
참고문헌
1.
Services Marketing, Zeithaml Bitner Gremler, Mc Grow Hill
2. 백화점의
불만처리 서비스에 대한 고객의 평가와 개선방안, 김미영송인숙, 한국 소비자
학회
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