Application of importance and satisfaction indicators for service quality improvement of customer satisfaction.
Fei-Yun ChenShun-Hsing ChenPublished in: Int. J. Serv. Technol. Manag. (2014)
Keyphrases
- customer satisfaction
- service quality
- quality improvement
- customer service
- online shopping
- user satisfaction
- electronic commerce
- customer reviews
- product design
- quality assurance
- marketing strategies
- user information satisfaction
- information systems
- internet banking
- quality of service
- service providers
- user interface
- information quality
- knowledge engineering
- customer support