Student satisfaction with Canadian music programmes: the application of the American Customer Satisfaction Model in higher education     

Alexander Serenko 《Assessment & Evaluation in Higher Education》2011,36(3):281-299

The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students’ level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students. The results indicate that customer satisfaction is strongly affected by programme quality, is slightly impacted by its perceived value but is not influenced by prior student expectations. Satisfaction strongly increases programme loyalty and positive word‐of‐mouth, marginally raises tuition change loyalty, and slightly decreases complaining behaviour. Contrary to expectations, tuition‐related constructs play only a minor role in the model. Therefore, money is a marginal factor in the educational environment; this empirically demonstrates the flaws underlying the premises of the students‐as‐customers metaphor. The resulting satisfaction index may facilitate the comparison among institutions. It was also found that the level of SS with Canadian music programmes was somewhat lower than those with services in other industries.  相似文献   

RFID自助借还系统使用情况分析──以浙江图书馆为例   总被引：2，自引：0，他引：2  

齐凌  宓永迪 《图书馆建设》2011,(10):77-79

随着射频识别（RFID）技术的发展,我国许多图书馆开始应用RFID自助借还系统。浙江图书馆RFID自助借还系统自2010年5月试运行以来,取得了良好的效果,其自助借还系统的使用率随着读者的逐渐熟悉而日益提高,特别是自助借还系统中的还书功能,由于程序简便、有专人进行指导,其使用率明显高于借书功能。因此,图书馆应充分考虑读者的接受程度,进一步完善图书馆自助借还系统。  相似文献   

Customer acceptance of IPTV service quality   总被引：1，自引：0，他引：1  

Hyeong Yu Jang  Mi Jin NohAuthor vitae 《International Journal of Information Management》2011,31(6):582-592

The purpose of this article is to provide insights into the effects of Internet Protocol Television (IPTV) service quality and reveal mediation effects in the process of forming the repurchase intention. This study incorporates additional theoretical construct, perceived enjoyment, to reflect IPTV characteristics using extended technology acceptance model (TAM). This study empirically investigated a research model and conducted a survey of IPTV service users. The results of this study are as follows. First, IPTV service quality is summarized as design, security, and customer service, which is supported by second-order factor analysis. Service quality had an influence on perceived usefulness, perceived ease of use, and perceived enjoyment. Second, perceived ease of use had a significant effect on perceived enjoyment, and perceived usefulness also had an effect on repurchase intention. Third, attitude, trust, and satisfaction had a positive effect on repurchase intention. To reveal the impact on repurchase intention of the IPTV service quality, this study proposes customer acceptance on IPTV service based on a modified TAM.  相似文献   

Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors   总被引：1，自引：0，他引：1  

Aurora Garrido-Moreno^{Author Vitae}  Antonio Padilla-MeléndezAuthor Vitae 《International Journal of Information Management》2011,31(5):437-444

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, we found also diverse studies that show high rates of failure when implementing that strategy, so there is still no integrated conceptual framework to guide companies to their successful implementation. In this paper, with data of 153 Spanish hotels, we examine the relationships between KM and CRM success using a structural equation model. The main contribution is that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider. In particular, organizational factors indeed impact CRM success and they appear to be intermediaries of the impact of other factors (KM capabilities/technological/customer orientation factors) in the success of CRM (in financial and marketing terms).  相似文献   

基于顾客满意度的改进设计决策模型     

刘琳 《科技广场》2011,(3)

由于科学技术发展越来越快,产品生命周期缩短,生产成本降低空间缩小,技术创新空间降低,各企业对顾客满意度的关注度越来越高,但是随着产品生命周期的缩短,产品更新换代速度的加快,企业对于产品改计的切入点寻找难度增加,改进成本也随之提高,本文从顾客满意度的角度,对卡诺(Kano)模型进行改进,引入优先指数,将待改进指标进行排序,使企业的改进方向更为明确,为改进决策起导向作用。  相似文献   

数据挖掘技术在ETC运营管理中的应用     

徐晓帆  罗庆异 《科技广场》2011,(9):81-85

本文将数据挖掘聚类分析技术融合到ETC运营管理过程中,分析了ETC交易数据三种关键的特征数据并构建了数据模型,采用轮廓系数对聚类结果进行科学评估。在聚类分析结果的基础上,对ETC用户进行二维分类,提出ETC的推广营销和ETC系统维护管理的方法和建议。  相似文献   

基于航空公司DSCRM的面向属性的客户特征分析     

郑涵 《人天科学研究》2011,10(5):108-110

针对航空公司目前的客户关系的实际情况,利用数据挖掘的算法对面向直销的CRM（DSCRM）的客户群划分进行了研究,为企业应用提供了具有参考价值的结论。  相似文献   

The dynamic effect of interactivity on customer engagement behavior through tie strength: Evidence from live streaming commerce platforms     

《International Journal of Information Management》2021

Interactivity, which is a key characteristic of the live streaming commerce environment, fosters users’ active attitudes and behaviors in communications and transactions. However, the literature on live streaming commerce, is scarce, and few studies examine how interactivity influences customers’ non-transactional behaviors from a dynamic perspective. In this setting, based on the stimulus-organism-response (S-O-R) framework, we developed a research model using real-time data to investigate the dynamic effect of interactivity on customer engagement behavior through tie strength in live streaming commerce, which is a relatively new derivative of social commerce. This study developed a text mining method to quantify constructs using a large-scale sample of 3,500,445 online review texts. Our empirical study found that interactivity has a curvilinear relationship with customer engagement behavior. Besides, tie strength plays an intermediary role between interactivity and customer engagement behavior. It was further observed that both tenure of membership and popularity have an important moderating relationship between interactivity and tie strength. The study enriches the relationship marketing theory and live streaming commerce literature. Moreover, this study is one of the first studies to use real-time online data for live streaming commerce research.  相似文献   

Communication Practices of Professional Service Providers: Predicting Customer Satisfaction and Loyalty     

Wendy S. Zabava Ford 《Journal of Applied Communication Research》2003,31(3):189-211

This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model  相似文献   

在图书情报服务中导入CS战略研究   总被引：12，自引：0，他引：12       下载免费PDF全文

林曦  周磊 《中国图书馆学报》2003,29(1)

CS战略即“使用户满意”战略。CS战略属性表明 ,它对图书情报服务具有潜在价值、现实价值和未来价值。中国图书馆事业的基本矛盾和实际状况已为CS导入提供了可能。参考文献 6。  相似文献