Structural equation model for effective CRM of digital content industry

Yong Gyu Joo, So Young Sohn

Research output: Contribution to journalArticle

45 Citations (Scopus)

Abstract

Digital contents industry has been expanding its business based on broadband internet technology. But service level of contents provider has not reached the expected level of customers in the context of CRM yet. In this paper, we develop a structural equation model for customer satisfaction index (CSI) to measure the level of digital contents service quality reflecting the aspects of contents quality, service quality and provider quality. Our proposed model is applied to various types of contents such as on-line games, mobile contents, internet VOD services and e-music. The results give us the controllable feedback information to effectively improve customer satisfaction for each kind of digital content industry.

Original languageEnglish
Pages (from-to)63-71
Number of pages9
JournalExpert Systems with Applications
Volume34
Issue number1
DOIs
Publication statusPublished - 2008 Jan 1

Fingerprint

Customer satisfaction
Internet
Computer music
Industry
Feedback

All Science Journal Classification (ASJC) codes

  • Engineering(all)
  • Computer Science Applications
  • Artificial Intelligence

Cite this

@article{8c64358a47024a6fada6352788acca20,
title = "Structural equation model for effective CRM of digital content industry",
abstract = "Digital contents industry has been expanding its business based on broadband internet technology. But service level of contents provider has not reached the expected level of customers in the context of CRM yet. In this paper, we develop a structural equation model for customer satisfaction index (CSI) to measure the level of digital contents service quality reflecting the aspects of contents quality, service quality and provider quality. Our proposed model is applied to various types of contents such as on-line games, mobile contents, internet VOD services and e-music. The results give us the controllable feedback information to effectively improve customer satisfaction for each kind of digital content industry.",
author = "Joo, {Yong Gyu} and Sohn, {So Young}",
year = "2008",
month = "1",
day = "1",
doi = "10.1016/j.eswa.2006.08.016",
language = "English",
volume = "34",
pages = "63--71",
journal = "Expert Systems with Applications",
issn = "0957-4174",
publisher = "Elsevier Limited",
number = "1",

}

Structural equation model for effective CRM of digital content industry. / Joo, Yong Gyu; Sohn, So Young.

In: Expert Systems with Applications, Vol. 34, No. 1, 01.01.2008, p. 63-71.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Structural equation model for effective CRM of digital content industry

AU - Joo, Yong Gyu

AU - Sohn, So Young

PY - 2008/1/1

Y1 - 2008/1/1

N2 - Digital contents industry has been expanding its business based on broadband internet technology. But service level of contents provider has not reached the expected level of customers in the context of CRM yet. In this paper, we develop a structural equation model for customer satisfaction index (CSI) to measure the level of digital contents service quality reflecting the aspects of contents quality, service quality and provider quality. Our proposed model is applied to various types of contents such as on-line games, mobile contents, internet VOD services and e-music. The results give us the controllable feedback information to effectively improve customer satisfaction for each kind of digital content industry.

AB - Digital contents industry has been expanding its business based on broadband internet technology. But service level of contents provider has not reached the expected level of customers in the context of CRM yet. In this paper, we develop a structural equation model for customer satisfaction index (CSI) to measure the level of digital contents service quality reflecting the aspects of contents quality, service quality and provider quality. Our proposed model is applied to various types of contents such as on-line games, mobile contents, internet VOD services and e-music. The results give us the controllable feedback information to effectively improve customer satisfaction for each kind of digital content industry.

UR - http://www.scopus.com/inward/record.url?scp=34248585891&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=34248585891&partnerID=8YFLogxK

U2 - 10.1016/j.eswa.2006.08.016

DO - 10.1016/j.eswa.2006.08.016

M3 - Article

AN - SCOPUS:34248585891

VL - 34

SP - 63

EP - 71

JO - Expert Systems with Applications

JF - Expert Systems with Applications

SN - 0957-4174

IS - 1

ER -