서비스산업에서의 국가별 고객만족지수 비교 연구:NCSI, ACSI, CSISG를 중심으로

Customer Satisfaction Index is considered an essential strategy for success and survival in today’s firm environment. According to the new era of Big Data, re-analysis of Customer Satisfaction Index over the last 20 years is meaningful in service industry and customer satisfaction activity. ACSI of the United States is important index as the global index and CSISG of Singapore is focused service industry (transportation, financial and accommodation et al.) in economy. However the existing literature was studied analysis of customer satisfaction index and casual between Index and Business Performances. The national comparison analysis has not been little research among customer satisfaction index. Therefore national comparison analysis is the first type of learning to be studied. The purpose of this study is to compare and analyze to identify on The United States (ACSI), Korea (NCSI), and Singapore (CSISG). We used these model’s scores have been selected to analyze the data from 2008 to 2014 years and use 6 type (① Transportation, ② Accommodation and Food, ③ Retails, ④ Health Care and Social Assistance, ⑤ Info-communication, ⑥ Finance and Insurance) of industries. We were analyzed frequency, trend of years, GAP analysis, ANOVA analysis using the EXCEL and PASWStatistics 18.0 version. The results of the academic implementations are follows. First, ACSI, NCSI and CSISG were generally improving, the gap of scores were decreasing as time of survey. Second, industrial customer satisfaction index was analyzed that there is a difference by country. Health Care and Social Assistance, Accommodation and Food were relatively higher, but Info-communication is the lowest score. These index was showed that ACSI was analyzed generally high scores, CSISG was analyzed low scores. However, in the case of 2014, CSISG showed that Accommodation and Food, Health Care and Social Assistance, Finance and Insurance was relatively higher, NCSI presented that Info-Communication is relatively higher. Research results show different in according from type of business and index. This paper has made four main empirical implementations based on results of empirical analysis. First, methods of survey need to consider Industrial characteristics. Second, NCSI are used Simulation System as a application of results. This system can present information to firms about estimation between customer satisfaction index and firm’s performance. Third, we have to benchmark CSISG of Accommodation service industry, Health service industry and Financial service industry. Forth, customer satisfaction index of Info-communication have to remain continuously in NCSI. Despite these studies, we can present some limitations, however, in the future, researchers need to study complementary. First, the limits of data. This study is complete enumeration survey, but there were lack of data relatively. If you study constantly, we will be more influential research results. Second, the limits of collect data. We had collected official data, but didn’t consider view of cultures on customer satisfaction index and data of sub-industry. There are many different ways to figure out this study. From academic implementations and practical implementations, this study reveals that the firm need to investigate the improvement of customer satisfaction index. Discussion of theoretical and managerial implications of the results were described along with future service industry