کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
385030 | 660858 | 2009 | 11 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Structural equation model for effective CRM of information infrastructure industry in Korea
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
هوش مصنوعی
پیش نمایش صفحه اول مقاله
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چکیده انگلیسی
In Korea, information infrastructure industry has been expanding its business. However, service level of information infrastructure has not reached the expected level of customers in the context of CRM (Customer Relationship Management) yet. In this paper, we develop a structural equation model for Customer Satisfaction Index (CSI) to measure the quality level of information infrastructure reflecting the aspects of information infrastructure industry. Then, we compare the KII (Korea Information Infrastructure) satisfaction Indices from various customer groups using the structural equation model (SEM). It is expected that the results of our study suggest helpful strategies to increase the satisfaction level of KII customers.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Expert Systems with Applications - Volume 36, Issue 2, Part 1, March 2009, Pages 1695–1705
Journal: Expert Systems with Applications - Volume 36, Issue 2, Part 1, March 2009, Pages 1695–1705
نویسندگان
Sun Young Shin, Tae Hee Moon, So Young Sohn,