| Presentation | 2002/9/5 Information Systems' Total Customer Satisfaction Model : Methodology for Quantitative Analysis Atsuko ISHIDA, |
|---|---|
| PDF Download Page | PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | Quality of information systems which have much impact on human lives must be estimated and improved in view of customers. In this paper, I introduce a model of information systems in view of customer and a definition of customer satisfaction. I also introduce a way of quantitative evaluation and management of customer satisfaction. The main issue of this paper is that 'level of function and quality of an information system' divided by 'level of expectation to a successful system' gives 'quantitative value of customer satisfaction of the system', at any point in the system's life cycle. In this model, we can improve customer satisfaction by controlling 'level of function and quality' and 'level of expectation'. At last, I give a result of evaluation of this model, by investigating real 'customer satisfaction questionnaire and answer' about business consultation. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | Information System / Customer Satisfaction / Expectation / Quality |
| Paper # | SWIM2002-9 |
| Date of Issue |
| Conference Information | |
| Committee | SWIM |
|---|---|
| Conference Date | 2002/9/5(1days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
| Chair | |
| Vice Chair | |
| Secretary | |
| Assistant | |
| Paper Information | |
| Registration To | Software Interprise Modeling (SWIM) |
|---|---|
| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Information Systems' Total Customer Satisfaction Model : Methodology for Quantitative Analysis |
| Sub Title (in English) | |
| Keyword(1) | Information System |
| Keyword(2) | Customer Satisfaction |
| Keyword(3) | Expectation |
| Keyword(4) | Quality |
| 1st Author's Name | Atsuko ISHIDA |
| 1st Author's Affiliation | Business Solution Systems Division, Hitachi,Ltd.() |
| Date | 2002/9/5 |
| Paper # | SWIM2002-9 |
| Volume (vol) | vol.102 |
| Number (no) | 302 |
| Page | pp.pp.- |
| #Pages | 6 |
| Date of Issue | |