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Evaluating Customer Satisfaction with e-Books

机译：用电子书评估客户满意度

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摘要

It is an ongoing issue for all companies to determine how to satisfy customers continuously. Customer satisfaction has been broadly discussed as an indicator generally utilized to improve goods/services for customer retention. Since information and communication technology (ICT) is rapidly developing in every field, companies should capture customers' changes of mind or underlying dissatisfaction factors concerning ICT services adequately, and determine what the company should do next. For this reason, the transitional evaluation approach is needed for goods/services related to ICT when considering the change of circumstances in addition to the evaluation, which merely finds items with a high dissatisfaction score. This paper focuses on e-Books, which have recently become popular worldwide. Several approaches to finding improving factors for e-Books are reviewed and compared in this paper.
机译：所有公司都是持续的问题，以确定如何不断满足客户。客户满意度广泛讨论为通常用于改善客户保留的商品/服务的指标。由于信息和通信技术（ICT）在各个领域迅速发展，公司应该充分地捕捉客户对ICT服务的思维或潜在的不满因素的变化，并确定该公司应该做些什么。出于这个原因，在审议外信息通信技术时需要过渡评估方法，除了评估之外的情况外，还需要在评估的情况下，仅仅找到具有高不满意的商品。本文侧重于电子书，最近在全球范围内变得流行。在本文中审查并比较了发现改善电子书因素的几种方法。

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