AHP분석을 통한 시험인증 서비스 향상 방안에 관한 연구 : 한국조선해양기자재연구원의 사례를 중심으로

Abstract

The purpose of this paper is to understand the most important factors in determining the satisfaction of Korea Marine Equipment Research Institute. This quantification will help the Korea Marine Equipment Research Institute understand what strategies are most effective to establish in a customer satisfaction-oriented management system. To this end, we designed the AHP analysis and analyzed the data collected through customer surveys to derive priorities. It was found that reliability was the most important priority in the detailed items of each factor, and that testing personnel and equipment were the most important. In order to improve customer satisfaction, the Korea Marine Equipment Research Institute should improve the reliability of the test process and expand the management and equipment of test personnel. The Korea Marine Equipment Research Institute needs to strengthen its resume and record management so that it can objectively verify the quality of the test. It also found that testing equipment and manpower should be expanded to attract more customers. This study focuses on the case of a particular test and certification authority, and the results are somewhat biased, which is not a questionnaire for all customers.