Proceedings of the 51st Annual Meeting of the ISSS - 2007, Tokyo, Japan, Papers: 51st Annual Meeting

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A Correlation Analysis Concerning Customer Satisfaction and Business System

Kazue MORI

Abstract


This research attempts to identify a specific feature of the company with a strong competitive advantage by analyzing the cause of escalation rate at the call center.
As the premise on this research, it would be assumed that the level of business system is determined by that of business structure and that of business operation. In addition to this, we believe that customer satisfaction plays an important role to sustain strong competitive advantage.
With the above premise, we chose the call center as a research object and analyzed some factors to lead variance of escalation rate that is a substitute parameter of customer satisfaction among call centers in terms of the concept of Business System.
Along with this idea, we conducted quantitative analysis at the call center as an object for this research to examine the next three themes below.
① Identify some possible factors that lead difference of the escalation rate among call centers in terms of the concept of Business System.
② Identify what would most affect the escalation rate at the call center?
What kind of business activity has a strong relation with the call center activity?
③ Suggest some propositions about features of companies with a strong competitive advantage throughout the result of ②&③.

Finally, this research suggests some argument that customer satisfaction might be interrelated with the level of business system.

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