Due to Cable-TV by special permission with high restriction and monopolize that the customers forced to accept without choices. The result of customer satisfaction inquire unable to understand what¡¦s the enterprise real needed and expect of customer.
Formerly scholar research of relationship and interaction between customer satisfaction and enterprise by using inquire tools and result for strategy. But, That¡¦s not only one condition to judge the customer satisfaction. Such as channel content, network quality, manner of customer service ¡K etc. The multi condition to judge of customer satisfaction for the enterprise. Because, Every condition has causality of an event or a situation. It¡¦s not easy to explain the complicated with time delay. The system thinking will be solved such as this case In my research.
The purpose of research :
1. Using BSC(Balance Score Card) and strategy map for case analysis in my research and find out what¡¦s critical problem in this case.
2. Using SD(System Dynamic) to simulation what is causality between system and customer satisfaction. The simulation result will verify with real system and provide for decision.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0822108-172531 |
| Date | 22 August 2008 |
| Creators | Wei, Chao-shoung |
| Contributors | Pin-yang Liu, Yi-min Tu, Leon Chong,Ph.D. |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0822108-172531 |
| Rights | campus_withheld, Copyright information available at source archive |
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