교통안전공단의 자동차검사 표준 서비스가 고객만족에 미치는 영향에 관한 연구

Abstract

In current situation of fierce competition, Customer Satisfaction Management which produces Customer Satisfaction by satisfying customers' demand is a trend for firms to survive, grow and develop. After short review of the institution of vehicle inspection, we will see what the customers like and dislike in Korea Transportation Safety Authority's services. Meanwhile, the content of "PRAISE" in KOTSA's Internet homepage shows employees' effort's to make their brand valuable in terms of long-run, not for just tools of making profits. The result of analyzing customers' writings shows customers prefer detailed explanations, receiving good service and correcting service.

To find out the way of establishing Standard Service of Vehicle Inspection in Korea society, first we will analyze the problems of the institution of vehicle inspection and customer reaction on Standard Service of Vehicle Inspection newly come into effect. Finally, with reference to examples of other countries this study suggests the way of developing Standard Service of Vehicle Inspection.