目次
Structural Analysis for Customer Satisfaction Change of System Integration Services
Kayo Iizuka, Kazuhiko Tsuda, Mitsuo Wada
Summary
This paper presents satisfaction analysis result of system integration service customer surveys. The authors has been conducted several customer surveys focusing on some factors specific about system integration services, comparing to consumer goods. Using these accumulations and adding analysis for relevant issues for customer satisfaction of system integration services, we had analyzed satisfaction change structure. Analysis of satisfaction change of each firms showed that difference of BPR (business process reengineering) policy or IT implementation policy causes total difference.