ITコンサルティング顧客満足度向上への影響要因と制御--高い顧客満足を得られる商品開発に関する研究(3)

概要

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Recently, customers want not only products themselves but also know how and service annexed to them. In this paper, we made a study of 'consulting service', especially 'information technology (IT) consulting'. We analyzed a relation between a sensual quality of service and a level of customer delight, and got a result that correlation was influenced by communications between clients and consultants. At first, we defined structure and quality of consulting service, and made a model of customer delight with quality of service. Next, we analyzed customers' responses to questions about real IT consulting cases, and introduced influential elements to customer delight and ways of improving them. Further, we noticed a fact that these elements were affected by a relationship between clients and consultants. At last, we suggested that good communications were essential to customer delight.
日本感性工学会の論文