The Study of the Dimension of Customer Satisfaction in Business Market: Empirical Research by Outsourcing in Information System

• Main Authors: Tung-Cheng Lin, 林東正
• Other Authors: Wenchang Fang
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/97438779468857103865

博士 === 國立臺北大學 === 企業管理學系 === 91 === There are many researches that focus on customer satisfaction currently. However, there are still some researches undiscovered: especially only a few researches discussed about customer satisfaction that involved in the business market sector. Whilst most of researches are on the exposure research stage or focus on the process of satisfaction, but ignore the construct itself, this study aims to focus on the construct of customer satisfaction in business market sector and intends to develop a scale to measure the components by using an empirical research of IS outsourcing. Customer satisfaction is an evaluation of the post purchase. The analysis should comprise the whole psychological process from pre purchase to post purchase. This study defines customer satisfaction on business market is a second order construct that composed of interaction property satisfaction, physical property satisfaction, and supportive service property satisfaction. The questionnaire is referred to the relevant literature and is confirmed by two times experts interviews. To testify customer satisfaction is a second order construct, this study develops four models to make the comparison. Respondents are the department leaders in the information fields. Questionnaires are mailed to 1,100 executives, and 131 respondents returned. After conducting confirmatory factor analysis, tree-factor measurement model fits well. Among the four-comparison model, the three-factor (correlated) model and second order model fit fairly well. Due to the three first order factor is highly correlated, and the relationship between second order factor and first order factor is high, it is concluded that customer satisfaction in business market is the second order construct. The empirical result validates a conceptual model. The study suggests that whether it is consumer market or business market, customer satisfaction is the evaluation of post purchase. The second order model can reflect customer satisfaction is a complete evaluation from pre purchase to post purchase. For practical, the result showed the interaction property satisfaction, physical property satisfaction, and supportive service property satisfaction have highly correlation, thus, these three factors must be improved simultaneously. Not only a well interaction should be built before receive an order, but the product or service also has to achieve customer requirements, and the service after post purchase affect the satisfaction, too.