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J4  2009, Vol. 6 Issue (9): 1245-    DOI:
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Factors of Customer Satisfaction at Technology-Based Self-Service
 ZHANG Sheng-Liang, YANG Jun
University of Science and Technology of China, Hefei, China

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Abstract  

Based on the research of Langeard, Meuter and Hsiuju Rebecca Yen, we develop a measurement model for factors influencing customer satisfaction at Technology-Based Self-Service. Through investigation, we found out that the factors include process reliability, trust, service recovery, time constraint, ease of use, customer learning, design rationality and efficiency. The research provides suggestions the technology-based self-service enterprises on developing measures to improve the customer satisfaction.

Key wordsself-service      technology-based self-service      customer satisfaction      influencing factor     
Received: 08 October 2007     
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ZHANG Sheng-Liang
YANG Jun
Cite this article:   
ZHANG Sheng-Liang,YANG Jun. Factors of Customer Satisfaction at Technology-Based Self-Service[J]. J4, 2009, 6(9): 1245-.
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http://manu68.magtech.com.cn/Jwk_glxb/EN/     OR     http://manu68.magtech.com.cn/Jwk_glxb/EN/Y2009/V6/I9/1245
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