کشف مدل رضایت مشتری از یک چشم انداز جامع
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|2466||2007||12 صفحه PDF||سفارش دهید||7290 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Expert Systems with Applications, Volume 33, Issue 1, July 2007, Pages 110–121
This study provides a model of customer satisfaction from a comprehensive perspective and tries to use the nonlinear fuzzy neutral network model to verify the assumptions of the study. Samples are taken from the information and tourism industries at a proportion of 2:1 based on the population in Taipei and Kaohsiung cities. A total of 207 questionnaires are returned. As the result of the empirical research shows, the interpersonal-based service encounter is better than the technology-based service encounter in functional quality, while the technology-based service encounter is better than the interpersonal-based service encounter in technical quality. The functional quality has a positive and significant effect on customer satisfaction; the service quality has a positive and significant effect on service value; the service value has a positive and significant effect on customer satisfaction. The service encounter has a positive and significant effect on relationship involvement and the relationship involvement has a positive and significant effect on customer satisfaction.