A case study of customer satisfaction for information technology solutions 被引量：1

A case study of customer satisfaction for information technology solutions

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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 CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab 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 CyberL ab is scored by 88.3. 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 CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab 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 CyberL ab is scored by 88.3.

作者 Sung Yun YU Jinsoo PARK Jin KIM Hyung Jin LEE Hee Jun YOON

机构地区 Supercomputing Center Department of Management Information Systems

出处《Journal of Central South University》 SCIE EI CAS 2014年第11期4279-4285,共7页 中南大学学报（英文版）

基金 supported by the National Research Foundation in Korea (NRF) through contract N-12-NM-IR19

关键词 cyber-infrastructure customer satisfaction user satisfaction SERVQUAL 客户满意度信息技术案例用户满意度基础设施体系客户需求评分方法软件

分类号 TP311.5 [自动化与计算机技术—计算机软件与理论]

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