Perspectives on UserSatisfaction Surveys
Table of Contents
Abstract
Introduction
Distinction between service quality and satisfaction
The role of surveys in library evaluation
Analysis of the data emerging from SERVQUAL studies
Analysis of data emerging from other studies
Academic studies that investigate the gap between user expectations and managers’ perceptions
SERVQUAL studies of the gap
user most satisfied?
2. Which point makes OMINA2’ user more satisfied than Iphone’s user?
3. Does gender effect on satisfaction with two smart phones’ user?
4. Does customers’ income have any relationship with user’s satisfaction?
5. Does customers’ age have any relationship with user’s satisfaction?
We get those 5 questions from our discussion. And there is 4 reasons for us
Satisfaction) 를 통해 개인 및 기업성과에 미치는 영향 (Impact)까지 각 단계별로 분류한다. 이 모델은 주로 MIS 연구에서 중요시해 온 구성개념인 사용 (Use) 과 사용자 만족도 (UserSatisfaction) 를 매개로 시스템 측면의 특성과 궁극적 평가결과를 제시한다.
Delone & McLean(1992)은 기존의 연구결과를 분석해 정보
user customer satisfaction. Our comprehensive approach includes plant-wide cleaning and sanitation solutions, a broad range of food surface antimicrobial treatments, industry-specific water management expertise and pest elimination services.
SERVING: DAIRY, PROTEIN, BEVERAGE, BREWING, FRUIT AND VEGETABLE, OTHER FOOD PROCESSORS, PHARMACOS (PHARMACEUTICALS, COSMETICS, NUTRACEUTICALS AND BIOTECHNOL
user interaction satisfaction
(QUIS )(norman et al. 1998)
Purdun Usability Testing Questionnaire
(Lin Choong,& Corbett 1993)
Software Usability Measurement Inventory
(SUMI)(Kirakowski& Corbett, 1993)
Ethnographic Techniques
(민족지적 기술)
현지 조사를 하기 위해 문화 사회적 관점에서
사람들을 분석하기 위해 인류학이나 사회학으로 부터 가져온
users and degree of satisfaction.
The number of providers
The number of service changing
Effectiveness
degree of satisfaction
① the number of providers
the number of providers (unit: location , end of July 2009 )
project
2007year
2008year
2009.7
total
1320
2314
2951
elderly care service
479
490
506
disabled assistance service
407
453
455
neonatal assistant
user find it. So PM can improve the satisfaction level of occupants.
(5) Preventive Maintenance also can make the Facility Managers' work easier.
3.2.3. Present Condition of PM & Why owners hesitate to use the PM?
There are many advantages for having a good preventive maintenance program. But, Few company has use The PM program in whole industry, And the owner's satisfaction with the PM
3. Situational analysis of Heineken
○ 4P Analysis
Product
Heineken is defined to be a product as a collection of physical, psychological and symbolic attributes that collectively yield satisfaction, or benefits, to a buyer or user. Taste and quality of Heineken never change wherever users enjoy in the world. Heineken which presents in all over the world has the same as the original beer
user’s privacy
Not providing differentiated services for each country
Google hasn’t provided local services. So services are only focused on the America, where Larry page and Sergey brin, the founder of Google, started their outstanding business.
2. Low percentage of the market in countries which are in Asia
Because Google hasn’t served local services, its market power, which
- Not expensive, but reasonable
Product - A collection of physical, psychological and symbolic attributes that collectively yield satisfaction, or benefits, to a buyer or user.
Place - The types of distribution of Heineken are quite diverse and convenient for consumers to buy.
Promotion - deeply impress by funding for areas to serve the needs of entertainment and relaxation for everyone