サービス利用満足度に期待値が及ぼす影響に関する研究

抄録

In the service industry, customer surveys are used to evaluate service quality and satisfaction, and the results are used to improve service. However, there is no appropriate method as to which variables and how they should be evaluated, and this is still under discussion. Conventional customer satisfaction research only treats expectations as the strength of expectations, even though there are differences in the types of expectations, and there is little discussion of how to hold expectations or how detailed the image is. In this paper, we focus on the difference between having more or less prior information about the service and presence or absence in using similar services, which are considered to be factors that shape expectations, and examine the course of the one-week experience for its effect on the evaluation of service satisfaction. As a result, the two-factor interaction of “having experience” and “3 times satisfaction values” was significant. The result indicates that the presence or absence in using similar services influences the change in satisfaction. The results show that the experience of using similar services or not in this experiment influences the change in satisfaction over time.