Customer Satisfaction and Information Systems

Abstract

Modern technology of information systems offers numerous alternatives for managing relations/transactions between companies and customers. Most of these systems are focused on customer service, while their satisfaction evaluation capabilities are rather limited. This is mainly explained by the lack of methods and techniques purely oriented to customer satisfaction measurement, and the availability of several statistical packages and data analysis applications that solve this particular problem.

The aim of customer service information systems is mainly to satisfy customer requirements or manage customer complaints. In general, the primary requirements expressed by the customers during their transaction with business organizations are (Loris, 1998) direct resolution of technical or other problems related to particular product/service, on line access to technical or other information provided by the company, and ability to provide interactive support.