Transitional approach to evaluate customer satisfaction for e-Books

Abstract

An ongoing problem facing all companies is how to continuously satisfy customers. Customer satisfaction has been generally determined to be an indicator utilized by companies to improve goods and services for customer retention. Since information and communication technology (ICT) is rapidly developing in every field, companies should adequately capture customers' changing mindset or the underlying dissatisfaction factors concerning ICT services, and determine the plans to improve customer satisfaction. For this reason, the transitional evaluation approach is required for goods and services related to ICT when considering the changes in circumstances in addition to the evaluation, which merely finds items with a high dissatisfaction score. This paper focuses on e-Books and provides interpretation to transitional evaluation with questionnaire results for three years. Moreover, the method of determining the improvement factors for e-Books is reviewed.