| 基于技术的自助服务顾客满意影响因素研究 |
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| 引用本文： | 张圣亮,杨俊. 基于技术的自助服务顾客满意影响因素研究[J]. 管理学报, 2009, 6(9): 1245-1249 |
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| 作者姓名： | 张圣亮 杨俊 |
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| 作者单位： | 中国科学技术大学管理学院 |
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| 摘 要： | 借鉴前人研究成果和通过深度访谈,构建了一个基于技术的自助服务顾客满意度测评模型.然后,通过实际测评发现,基于技术的自助服务顾客满意影响因素有8个:过程可靠、信任、服务补救、时间自由、易用、顾客学习、服务设计合理和效率.这对基于技术的自助服务企业提升顾客满意度有借鉴价值.
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| 关 键 词： | 自助服务 基于技术的自助服务 顾客满意 影响因素 |
Factors of Customer Satisfaction at Technology-Based Self-Service |
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| ZHANG Shengliang,YANG Jun. Factors of Customer Satisfaction at Technology-Based Self-Service[J]. Chinese JOurnal of Management, 2009, 6(9): 1245-1249 |
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| Authors: | ZHANG Shengliang YANG Jun |
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| Affiliation: | University of Science and Technology of China;Hefei;China |
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| Abstract: | Based on the research of Langeard,Meuter and Hsiuju Rebecca Yen,we develop a measurement model for factors influencing customer satisfaction at Technology-Based Self-Service.Through investigation,we found out that the factors include process reliability,trust,service recovery,time constraint,ease of use,customer learning,design rationality and efficiency.The research provides suggestions the technology-based self-service enterprises on developing measures to improve the customer satisfaction. |
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| Keywords: | self-service technology-based self-service customer satisfaction influencing factor |
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