基于技术的自助服务顾客满意影响因素研究

Factors of Customer Satisfaction at Technology-Based Self-Service

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。

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 recov- ery, 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.