Modern enterprise investigates customer satisfaction measurement for direction and estimation of business strategy. Specially, service industry estimates customer satisfaction measurement using a lot of occasion SERVQUAL Model. But, SERVQUAL Model uses questionnaire method of second-stage that investigates customer's expectation and experience. SERVPERF　Model that improve complex shortcoming of these questionnaire because only uses experience. SERVPERF Model shall use investigating importance between quality characteristics(Reliability, Assurance, Tangibles, Empathy, Responsiveness) by customer survey. In this paper, suggests that SERVPERF weight using Potential Customer Satisfaction Improvement Index (PCSI Index) that means extent that customer's satisfaction can increase.

Abstract
 1. 서론
 2. 기존 연구 고찰
  2.1 서비스 품질에 대한 이론적 고찰
  2.2 잠재적 고객만족 개선지수의 고찰
  2.3 고객만족계수
  2.4 잠재적 고객만족 개선지수(PCSI Index; Potential Customer Satisfaction Improvement Index)
 3. 연구모형
 5. 결론
 참고문헌

• 임성욱(대진대학교 산업시스템공학과)