A Study on the Customer Relationship Management of Online Music Services

• Main Authors: Hsiu-Tzu Wu, 吳秀子
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/04828744873208301483

碩士 === 中原大學 === 資訊管理研究所 === 97 === Many products selling on the Internet channel include music which is also selling from physical stores to online stores, developing the digitization music. The music records are during the depression, making the global music records active on the online music, but how do the online music service provider make pay members’ optimization degree of satisfaction, and want to continue use it are important session. Due to use it and pay for it was common understanding, it also makes the music records active. Hence, the study will research between the service quality, the content quality, and the website service quality which influence the pay members’ satisfaction, and study the relationship with customer degree of satisfaction as regards customer loyalty. Further, the study probes the factors of customer relationship management. The research method in this paper is survey, carried out online music pay members, and 305 respondents are received. This study is adopting Partial Least Squares（PLS） to analysis the collected data. The result of statistical analysis provided several conclusions. Online music customer degree of satisfaction from one's privacy, system availability, provider reliability, perceived enjoyment, perceived ease of use and carry out had positive influence, and customer degree of satisfaction as regards customer loyalty also had positive influence. The study make an online music customer relationship management mode with conform to online music service’s quality, and exam it, the result can provide online music service provider more operation meanings and reference direction.