The exploration of customer satisfaction model from a comprehensive perspective

A model of customer satisfaction from a comprehensive perspective and the nonlinear fuzzy neutral network model is provided to verify the assumptions of the study and shows the interpersonal- based service encounter is better than the technology-based service encounter in functional quality.

Abstract

This study provides a model of customer satisfaction from a comprehensive perspective and tries to use the nonlinear fuzzy neutral network model to verify the assumptions of the study. Samples are taken from the information and tourism industries at a proportion of 2:1 based on the population in Taipei and Kaohsiung cities. A total of 207 questionnaires are returned. As the result of the empirical research shows, the interpersonal-based service encounter is better than the technology-based service encounter in functional quality, while the technology-based service encounter is better than the interpersonal-based service encounter in technical quality. The functional quality has a positive and significant effect on customer satisfaction; the service quality has a positive and significant effect on service value; the service value has a positive and significant effect on customer satisfaction. The service encounter has a positive and significant effect on relationship involvement and the relationship involvement has a positive and significant effect on customer satisfaction.