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首页> 外文会议>International Conference on Management, Manufacturing and Materials Engineering >The Moderating Effect of Usage Experience on the Antecedents and Consequences of Customer Satisfaction: The Case of Non-profit Organizations Offering Web Services
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The Moderating Effect of Usage Experience on the Antecedents and Consequences of Customer Satisfaction: The Case of Non-profit Organizations Offering Web Services

机译：使用经验对前进者的调节效果和客户满意度的后果：非营利组织提供Web服务的情况

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摘要

The purpose of this study is to test the moderating effect of usage experience on antecedents to customer satisfaction, as well as that on the relationship between satisfaction and loyalty. A survey (n=1,092) was conducted on members from one of the biggest websites for non-profit barter market services in Taiwan. Our results show that the relationship among service quality, customer satisfaction and loyalty differ for consumers with more usage experience and those with less usage experience. Implications indicate that non-profit organizations that plan to offer web services should develop and provide services to high- and low-experience customers with different focus and strategy. In particular, they may start with their innovation and improvement for enhancing service assurance and reliability. In contrast, issues relevant to service delivery and other quality dimensions may regard as design topics for retaining experienced customers.
机译：本研究的目的是测试一种对前进者对客户满意度的使用经验的调节效果，以及满足和忠诚之间的关系。对台湾非营利性易货市场服务之一的成员进行了调查（n = 1,092）。我们的结果表明，消费者的服务质量，客户满意度和忠诚度之间的关系差异，具有更多使用经验和使用寿命较少的人。含义表明，计划提供Web服务的非营利组织应为具有不同焦点和战略的高和低体验客户提供服务。特别是，他们可以从他们的创新和改进开始，以提高服务保证和可靠性。相比之下，与服务交付和其他质量维度相关的问题可能会视为保留经验丰富的客户的设计主题。

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