A case study of customer satisfaction for information technology solutions
来源期刊：中南大学学报(英文版)2014年第11期
论文作者：Sung Yun YU Jinsoo PARK Jin KIM HyungJin LEE Hee Jun YOON
文章页码：4279 - 4285
Key words：cyber-infrastructure; customer satisfaction; user satisfaction; SERVQUAL
Abstract: 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 CyberLab in Korea. The measurement results of user satisfaction for CyberLab 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 CyberLab is scored by 88.3.
Sung Yun YU1, Jinsoo PARK2, Jin KIM1, HyungJin LEE1, Hee Jun YOON1
(1. Supercomputing Center, Korea Institute of Science and Technology Information, Daejeon, 305-806, Korea;
2. Department of Management Information Systems, Yong In University, Yongin, 449-714, Korea)
Abstract: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 CyberLab in Korea. The measurement results of user satisfaction for CyberLab 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 CyberLab is scored by 88.3.
Key words:cyber-infrastructure; customer satisfaction; user satisfaction; SERVQUAL
