도시철도 고객만족도 조사 합리성 제고를 위한 보정지표 개발

Abstract

Private and state agencies conduct annual customer satisfaction assessments for urban railway operators, which are local public enterprises, and over the years, the top groups are almost fixed and their ranking is similarly set, overshadowing the intention of improving customer service through competition. The results of the survey over the last seven years are available from the current status data of this study. In this regard, operating institutions in large cities cite the issue of fairness in satisfaction surveys whenever they have the opportunity. In this study, we developed a correction index as a supplement to the unfair survey items, which, if necessary, elicited a survey item that triggers unfairness between large and small cities. We intend to develop and view strategic implications that may result in a more reasonable and equitable customer satisfaction assessment.