A Consideration of Evaluating Customer Satisfaction for ICT Services

摘要

Ensuring that customers are continuously satisfied is an ongoing issue facing every company. Customer satisfaction is an indicator that is broadly utilized to improve goods/services for customer retention. Because information and communication technology (ICT) is developing rapidly in every field, companies should identify changes in customer perceptions or underlying dissatisfaction related to ICT services in order to determine what actions should be taken next. For this reason, a transitional evaluation approach is needed for goods/services related to ICT with consideration of the change in circumstances such as rapidly evolving ICT environment and the changes in customer perceptions regarding their ICT service experience. This paper focuses on tablet PCs and their services, which have recently become popular throughout the world. There are many ways for measuring improving factors for satisfying CS. As a first step, this study introduces an approach to finding long-term improving factors of tablet PCs and their services in terms of the changes in customer perceptions for supporting our lifestyle continuously.