导　　师： 张国方

学科专业： 082304

授予学位： 硕士

作　　者： ;

机构地区： 武汉理工大学

摘　　要： 客户支持是CRM的重要组成部分,也是CRM的主要功能之一。在Web环境下,网上的客户支持系统将是企业面向客户的门户。一个完善的客户支持系统,能够增强企业竞争能力,增加销售,提升企业形象,同时客户支持是确保客户满意和客户利益的重要先决条件。如何充分发挥Web环境下的客户支持系统的优势,如何增强Web环境下的客户支持界面的客户满意度,提高企业的客户保持率,将成为人们关注的问题。因此,本文的写作目的就在于研究影响Web环境下客户支持系统客户满意度的因素及其影响强度,以帮助企业识别和控制这些因素,提高企业的竞争力。 本文从客户的角度对Web环境下客户支持系统客户满意度影响因素进行了实证研究。论文的研究对象是个体消费者,不包括企业集团购买者。论文运用营销学、管理学、统计学及相关学科的理论,进行了下列研究: 首先,本文对Web环境下客户支持系统的特性进行了分析,从服务系统和信息系统两个方面给出了定义,同时也从这两个方面进行了相关文献研究,提出了本文研究的基本框架,回顾了客户满意与客户忠诚、客户保留的基本理论。本文将信息系统成功模型作为论文分析的基本框架,将SERVQUAL作为服务质量评价模型。 其次,本文提出了本文拟研究的三个模型,Web环境下客户支持系统服务质量模型、信息质量模型和系统质量模型,以及三者与客户满意度的关系假设。 第三,论文根据Web环境的特性,设计了调查问卷,进行了问卷调查。对总体样本进行了基本统计分析,对有效样本进行了信度分析,证明数据具有一定的可信性。 最后,论文将结构方程模型,作为论文研究分析的基本方法,对服务质量模型、信息质量模型和系统质量模型进行了一阶、二阶验证性因素分析和路径分� The customer support is an important part in CRM;it is also one of main functions of CRM. Under the Web environment, the customer support on net will be the window through which the enterprises face customers. A wonderful customer support system can strengthen the enterprise competitive power, increase sale, promotion enterprise image. And it is also the necessary condition which guarantees customer's satisfaction and the customer's benefit. How to take advantage of the customer support on Web, How to make pe-ople more satisfied, how to maintenance more customer, will become a matter people concerned. The purpose of this article lies in researching the factors which will affect customer's satisfaction about the customer support system under web environment and their influencing intensity, in order to help the enterprise distinguish and control these factors, enhances the competitive power.This article carries on the research on the angles of customers'. The researching object is the individual consumer, not including enterprise group buyer. The article integrates the theories on marketing, management science, statistics and related subjects, conducts the following research:First, this article analysis the characteristic of customer support system under web environment, defines it as a servicing system and a information system, and conduct the related literature research from these two aspects too. Propose the researching framework. This article takes the IS success model as the researching framework., Takes the SERVQUAL as service quality estimated model, And reviewed the relationship between customer's satisfaction, customer's loyalty and customer retains .Next, propose three models which will be studied in this paper, service quality model, information quality model and system quality model of customer support system under Web, And three hypotheses about their relationship with customer's satisfaction, which would be further studied.Third, the paper has carried on a questionnaire survey, made an basic statistic

关 键 词： 服务质量 信息质量 系统质量 客户满意

领　　域： [自动化与计算机技术] [自动化与计算机技术]