文章基本信息

标题：Structural Analysis for Customer Satisfaction Change of System Integration Services
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作者：Kayo Iizuka ; Kazuhiko Tsuda, Mitsuo,Wada
期刊名称：International Journal of Computer Science and Network Security
印刷版ISSN：1738-7906
出版年度：2006
卷号：6
期号：8A
页码：180-187
出版社：International Journal of Computer Science and Network Security
摘要：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.
关键词：system integration(SI), customer satisfaction(CS), satisfaction structure, satisfaction change structure, system evaluation