원문정보
A study on the Plan for Enhancing Internal Customer Satisfaction for Hybrid Weight
초록
영어
Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.
목차
1. 서론
1.1 연구의 배경 및 목적
1.2 논문의 구성
2. 이론적 고찰
2.1 내부고객만족
2.2 AHP
2.3 DEA
3. 내부고객만족 향상 모델 선정
3.1 내부고객만족 향상 모델
3.2 설문지 작성
3.3 AHP를 활용한 가중치 설정
3.4 엔트로피에 의한 가중치 설정
3.5 혼합 가중치 설정
3.6 DEA 분석을 통한 부서별 비효율 항목 도출
3.7 효율적인 개선 수준 설정
4. 사례분석(E사를 중심으로)
4.1 설문지 작성
4.2 AHP를 활용한 가중치 설정
4.3 엔트로피에 의한 가중치 설정
4.4 혼합 가중치 설정
4.5 DEA분석을 통한 부서별 비효율 항목 도출
4.6 효율적인 개선 수준 설정
5. 결론
6. 참고문헌