Expert Systems With Applications
(Lin, Wen-Bao)
This study provides a model of customer satisfaction from acomprehensive perspective and tries to use the nonlinear fuzzy neutralnetwork model to verify the assumptions of the study. Samples are takenfrom the information and tourism industries at a proportion of 2:1based on the population in Taipei and Kaohsiung cities. A total of 207questionnaires are returned. As the result of the empirical researchshows, the interpersonal-based service encounter is better than thetechnology-based service encounter in functional quality, while thetechnology-based service encounter is better than theinterpersonal-based service encounter in technical quality. Thefunctional quality has a positive and significant effect on customersatisfaction; the service quality has a positive and significant effecton service value; the service value has a positive and significanteffect on customer satisfaction. The service encounter has a positiveand significant effect on relationship involvement and the relationshipinvolvement has a positive and significant effect on customersatisfaction
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