The exploration of customer satisfaction model from a comprehensive perspective

  • Authors:

  • Wen-Bao Lin

  • Affiliations:

  • National Formosa University, Department of Business Administration ADD:64, Wen-Hua Road, Huwei, Yunlin, Taiwan, ROC

  • Venue:
  • Expert Systems with Applications: An International Journal
  • Year:
  • 2007

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Abstract

This study provides a model of customer satisfaction from a comprehensive perspective and tries to use the nonlinear fuzzy neutral network model to verify the assumptions of the study. Samples are taken from the information and tourism industries at a proportion of 2:1 based on the population in Taipei and Kaohsiung cities. A total of 207 questionnaires are returned. As the result of the empirical research shows, the interpersonal-based service encounter is better than the technology-based service encounter in functional quality, while the technology-based service encounter is better than the interpersonal-based service encounter in technical quality. The functional quality has a positive and significant effect on customer satisfaction; the service quality has a positive and significant effect on service value; the service value has a positive and significant effect on customer satisfaction. The service encounter has a positive and significant effect on relationship involvement and the relationship involvement has a positive and significant effect on customer satisfaction.