Transitional Method for Identifying Improvements in Video Distribution Services

Abstract

All companies make great efforts to retain customers, using Customer Satisfaction (CS) as an indicator to identify improvements in goods/services. Therefore, it is important to determine how to adequately improve CS. Consumers’ responses to questionnaires are generally used to evaluate CS. A simple method of identifying improvement factors for CS is to select those factors with high dissatisfaction scores at a given point of time. However, these factors change rapidly, especially in the information and communication technology (ICT) field, due to the rapid technological developments, competition, and the business environment. Thus, companies should adequately capture customers’ changes in perception of their ICT services.