A case study of customer satisfaction for information technology solutions

被引：0
作者：
Sung Yun Yu
Jinsoo Park
Jin Kim
HyungJin Lee
Hee Jun Yoon
机构：
[1] Supercomputing Center,Department of Management Information Systems
[2] Korea Institute of Science and Technology Information,undefined
[3] Yong In University,undefined
来源：
Journal of Central South University | 2014年 / 21卷
关键词：
cyber-infrastructure; customer satisfaction; user satisfaction; SERVQUAL;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberLab in Korea. The measurement results of user satisfaction for CyberLab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberLab is scored by 88.3.
引用
收藏
页码：4279 / 4285
页数：6
相关论文
共 85 条
  • [11] Johnson M D(1997)Listening to the customer-The concept of a service-quality information system [J] Sloan Management Review 38 65-76
  • [12] Anderson E W(2013)Customer perception of services based on the SERVQUAL dimensions: A study of Indian commercial banks [J] Services Marketing Quarterly 34 49-66
  • [13] Cha J(2010)Private healthcare quality: applying a SERVQUAL model [J] International Journal of Health Care Quality Assurance 23 658-673
  • [14] Bryant B E(1990)Consumer perceptions of service quality: An assessment of SERVQUAL dimensions [J] Journal of Retailing 66 33-55
  • [15] Kano N(2012)A novel approach to regression analysis for the classification of quality attributes in the Kano model: An empirical test in the food and beverage industry [J] Omega 40 651-659
  • [16] Seraku N(2011)An evaluation of airline service quality using the fuzzy weighted SERVQUAL method [J] Applied Soft Computing 11 2117-2128
  • [17] Takahashi F(2010)Evaluation of a digital library by means of quality function deployment (QFD) and the Kano model [J] The Journal of Academic Librarianship 36 125-132
  • [18] Tsuji S(2010)Influence of service quality on customer satisfaction: Application of servqual model [J] International Journal of Business and Management 5 117-124
  • [19] Parasuraman A(2009)Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model [J] Managing Service Quality 19 211-228
  • [20] Zeithaml V A(2004)Integrating Kano’s model into web-community service quality [J] Total Quality Management & Business Excellence 15 925-939
123456789