Customer Satisfaction Index for the customer who has a purpose in the Public Sports Center

Abstract

today public sector is required to consider measuring customer satisfaction. This paper investigates structure of the customer satisfaction based on Japanese Customer Satisfaction Index in the public sports center. To consider causal model of customer satisfaction, we clustered customers and developed hypothetical causal model with Structural Equation Modeling, which optimized for each customer of clusters in the public sports center according to the questionnaire survey.