TY - JOUR
T1 - Structural equation model for effective CRM of information infrastructure industry in Korea
AU - Shin, Sun Young
AU - Moon, Tae Hee
AU - Sohn, So Young
N1 - Copyright:
Copyright 2019 Elsevier B.V., All rights reserved.
PY - 2009/3
Y1 - 2009/3
N2 - In Korea, information infrastructure industry has been expanding its business. However, service level of information infrastructure has not reached the expected level of customers in the context of CRM (Customer Relationship Management) yet. In this paper, we develop a structural equation model for Customer Satisfaction Index (CSI) to measure the quality level of information infrastructure reflecting the aspects of information infrastructure industry. Then, we compare the KII (Korea Information Infrastructure) satisfaction Indices from various customer groups using the structural equation model (SEM). It is expected that the results of our study suggest helpful strategies to increase the satisfaction level of KII customers.
AB - In Korea, information infrastructure industry has been expanding its business. However, service level of information infrastructure has not reached the expected level of customers in the context of CRM (Customer Relationship Management) yet. In this paper, we develop a structural equation model for Customer Satisfaction Index (CSI) to measure the quality level of information infrastructure reflecting the aspects of information infrastructure industry. Then, we compare the KII (Korea Information Infrastructure) satisfaction Indices from various customer groups using the structural equation model (SEM). It is expected that the results of our study suggest helpful strategies to increase the satisfaction level of KII customers.
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U2 - 10.1016/j.eswa.2007.11.038
DO - 10.1016/j.eswa.2007.11.038
M3 - Article
AN - SCOPUS:56349104696
VL - 36
SP - 1695
EP - 1705
JO - Expert Systems with Applications
JF - Expert Systems with Applications
SN - 0957-4174
IS - 2 PART 1
ER -