Study on S-NS diagram which looking for areas to improve Customer Satisfaction = Study on S-NS diagram which looking for areas to improve Customer Satisfaction

다국어 초록 (Multilingual Abstract)

This paper has proposed S-NS diagram. S-NS diagram helps us find core improvement contents which improve customer satisfaction. It draws a dispersion based on marks obtained from surveys consisting of several questions on satisfaction or non-satisfaction. This type of questions is benchmarked from Kano Model. High satisfaction and high non-satisfaction region shown at S-NS diagram is the area for which variation needs to improve while low satisfaction and high non-satisfaction is the region in which average needs to improve. Each improvement mean utilizes various methods. This paper has introduced examples to which S-NS diagram was applied.