Structural equation model for effective CRM of digital content industry
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 (C...
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| Veröffentlicht in: | Expert systems with applications 2008, Vol.34 (1), p.63-71 |
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| container_title | Expert systems with applications |
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| creator | Joo, Yong Gyu Sohn, So Young |
| description | 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. |
| doi_str_mv | 10.1016/j.eswa.2006.08.016 |
| format | Article |
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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.</abstract><pub>Elsevier Ltd</pub><doi>10.1016/j.eswa.2006.08.016</doi><tpages>9</tpages></addata></record> |
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| ispartof | Expert systems with applications, 2008, Vol.34 (1), p.63-71 |
| issn | 0957-4174 1873-6793 |
| language | eng |
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| source | Elsevier ScienceDirect Journals |
| subjects | CRM Customer satisfaction index Digital contents Structural equation model |
| title | Structural equation model for effective CRM of digital content industry |
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