Proposing a model for evaluating the Customer Satisfaction Index (CSI) in the field of Information Technology (case study: The ICT guild organization companies in Tehran)
Subject Areas :
Milad Kolagar Daroonkola
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Keywords: customer satisfaction, supporting services information technology, ,
Abstract :
Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of this study is to propose a model for evaluating the customer satisfaction index (CSI) in the field of information technology (IT), which after reviewing the literature and identifying the main variables of, the factors which have the most important role in the field of evaluating customer satisfaction index were introduced by the analyzes done with Smart PLS 2 and SPSS softwares. According to the results of this study, the significance of all the paths and hypotheses were accepted and the most important of all is the significance of service support in relation to the variables of the American Customer Satisfaction Index (ACSI) which was accepted with a high path coefficient and correlation. This means that service support has a high importance in developing customer and client satisfaction in this field
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