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The importance of software has been growing rapidly owing to the development of various Internet and e‐business applications. One of the active research areas in software involves its evaluation methods or models. The traditional approaches to software evaluation are based on the development process point of view, and their major concerns are not strongly related to user or customer‐oriented evaluation of software. In this paper, a maturity model and a corresponding evaluation system are suggested that focuses on software customer satisfaction. As a case study, they are applied to 18 software companies and their 180 customers in Korea to prove their practical values.

To examine precisely how service process and service outcome are related to service quality and customer satisfaction evaluations, and to look for consistent patterns in the relationships between these four concepts.

A theoretical framework is proposed to suggest links between the four concepts. The study is conducted in the real estate industry, and the focus is on home sellers' evaluations of the real estate agent's service. In‐depth interviews and a short survey are used to collect the data. A combination of content analysis and statistical tests is used to look for patterns in the data.

As proposed, process factors are closely linked with service quality, and outcome factors are closely linked with customer satisfaction. Also, as proposed, service quality evaluations precede customer satisfaction for normal service evaluations, but the opposite causal order is found for extreme service evaluations.

The study is conducted in the USA and is based on a relatively small sample, but sufficient for qualitative (and simple statistical) analysis. The differential links proposed and found between the four concepts advance researchers' understanding of the basis for service evaluations.

Managers can focus more on either service process or service outcome based on their specific objectives and/or resource constraints in different situations.

It is the first study to propose and empirically support the idea that service process is closely linked with service quality evaluations, whereas service outcome is closely linked with customer satisfaction evaluations.

This paper aims to develop a quality evaluation model for artificial intelligence (AI)-based products/services that is applicable to startups utilizing AI technology. Although AI-based service has risen dramatically and replaced many service offerings, in reality, startups are rarely to develop and evaluate AI services. The features of AI service are fundamentally different from the properties of existing services and have a great influence on the customer's service selection.

This paper reviews startups' development process, existing quality evaluation models and characteristics of services utilizing AI technology, and develops a quality evaluation model for AI-based services. A detailed analysis of a survey (application of the model) on customer satisfaction for AI speakers is provided.

This paper provides seven key features and 24 evaluation items for evaluating AI-based services.

This paper contributes to the growing need for methodologies that reflect the new era of AI-based products/services in quality evaluation research.

The purpose of this study was to investigate relationships among the experiential value of hotel apps, the cognitive and affective evaluation of hotel apps users, hotel apps users’ satisfaction and their endorsement for the hotel apps. Specifically, this study examined the relationships that enhance hotel guests’ experiences through hotel apps.

The measurement items were developed through extensive literature review. This study used a web-based survey to test an integrated model of the experiential value. With a total of 320 usable samples, partial least squares structural equation modeling was carried out to identify key “driver” constructs and validate the proposed model.

A significant relationship was found in the playfulness of hotel apps and hotel guests’ cognitive and affective evaluations of the hotel apps, which positively influence hotel guests’ satisfaction and their endorsement for the hotel apps. Hotel apps should create fun and entertainment features in the hotel apps so that the users of hotel apps can be enjoyable during their usage. In addition, providing hotel apps users with time saving and easy use of the hotel apps can affect their satisfaction and endorsement for the hotel apps.

This study confirmed the positive links among hotel apps users’ experiential value, their cognitive and affective evaluation of the hotel apps, their satisfaction of using the hotel apps and their endorsement for the hotel apps. This study also revealed that hotel apps can be hotels’ effective communication tool that enhances existing and potential customers’ overall experiences.

项关于体验价值的综合模型

摘要

本论文旨在研究关于酒店APP体验价值, 对酒店APP用户的认知和情感评估, 用户满意度以及用户支持之间的关系。具体而言, 本研究探索了如何通过酒店手机APP使用来提高用户体验的理论关系。

测量条目通过详尽的文献综述来产生。本研究运用了网络调研来测量体验价值的一项综合模型。由320项有效样本, 偏最小二乘法结构方程建模（PLS-SEM）来鉴定关键“驱动”构象以及验证提出的模型。

研究发现酒店APP的娱乐性对顾客的APP的认知和情感评估都起到了显著性作用, 进而对顾客满意度和酒店APP支持度产生正面影响。研究建议酒店APP创造有趣以及娱乐产品功能, 从而让酒店APP用户从使用中获得乐趣。此外, 为酒店APP用户提供省时方便的服务可以影响用户满意度和对酒店APP的支持。

本研究验证了酒店APP用户体验价值, 对酒店APP的认知和情感评估, 用户对使用酒店APP的满意程度, 以及对酒店APP支持的正相关性。本研究进而发现酒店APP可以作为提升酒店现有和未来用户全面体验的有效工具.

As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP).

This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction.

One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model.

First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution.

Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results.

Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers.

The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

This paper aims to explore multiple reference effects with regard to customers’ post-consumption evaluations in a cross-cultural context. The authors propose to test an integrative model of three types of reference effects (disconfirmation, attractiveness of alternatives and self-image congruity) and their relationship to customers’ evaluations associated with satisfaction and loyalty. Additional insight into the link between reference points and customer satisfaction is provided by examining the moderating influence of the cultural orientation of customers: South Korean (an Eastern, collectivist and high uncertainty avoidance culture) versus American (a Western, individualistic and low uncertainty avoidance culture).

The data for this study were collected through a Web-based survey. Based on a sample of 723 Korean and American consumers, multi-group analysis of structural equation modeling was used to test the proposed model and the moderating effect of culture.

Overall, the results indicated that American customers’ use of reference points in their post-consumption evaluations is significantly different from that of Korean customers. Specifically, disconfirmation had a stronger effect on Korean customers than on their American counterparts, whereas the attractiveness of alternatives had a stronger effect on American customers than on those from Korea. Moreover, self-image congruity was found to be equally important in both cultures.

Owing to the comparison of American and Korean participants in this study, these results may not be applied to customers from other countries. Moreover, the study is limited to post-consumption evaluations in restaurants and generalization of the results to other industries may be ill advised. Thus, further research is required to replicate the results and include customers from different countries in more diverse consumption settings.

The findings provide useful guidance for efficient marketing strategies to generate positive consumer outcomes across borders. Marketers must consider the interaction of cultures and customers to better understand customer perceptions and evaluations about their experiences. This understanding will enable the marketers to more effectively communicate with their target markets and allow them to tailor advertising to different segments of their customer base contingent upon their cultural orientations.

Although the role of reference effects has begun to attract considerable interest among consumer behavior researchers, much of this research has been conducted in a single cultural context. Because the global economy is becoming increasingly cross-cultural, it is valuable to conduct international consumer research to further the understanding of consumers’ post-consumption evaluation processes using multiple reference points from a global perspective.

The purpose of this paper is to identify the strategies of formal customer evaluations and the use of satisfied customer index in the Swedish commercial real estate industry.

This research is based on an inventory of 24 commercial real estate companies use of formal customer evaluations and an analysis of 15 interviews with top-level managers in the Swedish commercial real estate sector.

Only half of the companies included in the study conduct formal evaluations, although they are considered to work customer oriented. Two different strategies for using formal evaluations is, for improvement work and for signalling quality. One proposed explanation to why only half of the companies conduct formal evaluations is the possibility that the official Swedish Real Estate Barometer is not sufficient if the company would like to use the result for organisational development. There are instead indications that this barometer mainly is used in publicity and marketing purpose, to signal quality.

The research in this paper is limited to Swedish commercial real estate sector. But, the overall strategies for conducting formal evaluations should be applicable in general.

The insight the paper provides regarding how the industry perceive the Swedish Real Estate Barometer gives direct implications of improvements of the barometer.

It provides an insight regarding the use of formal customer evaluations and a proposition of how the Swedish Real Estate Barometer could be changed to better support and fulfil the aim of being a barometer for benchmarking.

The purpose of this paper is to explore the priorities of event organisers (EOs) and venue managers (VM) in terms of evaluation criteria and avenues for advancing the development and implementation of banks of questions regarding customer satisfaction evaluation.

The results presented are based on a questionnaire distributed to a sample of EOs and VM which sought to identify their priorities with regard to customer satisfaction feedback.

The findings show that a significant proportion of respondents had never undertaken formal evaluation, citing time and resources as the key barriers. In addition, a wide range of satisfaction-related criteria were rated as important, with the most valued criteria often related to generalised areas, but failing to consider the motivations of individuals for event attendance, which also appears as a gap within evaluation literature. The research findings indicate that developing banks of evaluation questions is a complex task, due to the number of potential variables in terms of events and audiences.

In linking the priority areas identified by the respondents with evaluation literature and event attendee motivations, this paper proposes alternative ways of structuring and utilising banks of evaluation questions linked to attendee profiles and motivations. Its central premise is that evaluation of consumer satisfaction should be led by consumer motivations and expectations if it is to be viable, meaningful and aid future event development and enhancement. This raises many questions and avenues for future research, to progress the area of logistically feasible evaluation, which generates rich and meaningful data.

The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and outcome service attributes on overall service evaluation and customer satisfaction based on consumption context (social), evaluation context (temporal) and individual characteristics (expertise).

The authors use two lab experiments (hotel and restaurant settings) and a field study of online reviews posted by actual hotel customers to test all the hypotheses.

Process (outcome) attributes have a stronger influence on service evaluations under low-level (high-level) construal. Specifically, process attributes have a stronger influence when customers are accompanied by proximal (vs distal) social group, evaluate a service under near (vs distant) temporal frame or have high (vs low) level of customer expertise.

Service managers can use the findings about the differences in the influence of social, temporal and individual variables on customer evaluations under process and outcome attributes to improve customers’ service experiences and satisfaction.

This paper extends past research on the influence of construal levels on customer decision making by exploring the differences in the effects of process vs outcome service attributes on overall service evaluation and customer satisfaction, under the influence of low (vs high) construal levels triggered by social, temporal and individual variables.

Obtaining building permit certificate is an essential component of construction endeavors, but it can be cumbersome sometimes. The process is frequently beset with obstacles, including bureaucratic impediments, red-tapism, prolonged authorization protocols and insufficient inter-agency collaboration which result in project timeline extension, cost escalation and applicant dissatisfaction. Therefore, this study aims to examine customer satisfaction with the assessment of building construction permit certificates in Lalitpur, Nepal.

Following the notion of evaluation model theory, this study adopts an explanatory research design to determine the causal relationship between latent and observed variables. People who have recently completed the construction of their building and those people whose construction work is pending make up the population for the study. A total of 198 samples were collected by following the convenience sampling method from Lalitpur, Nepal. The primary data are collected by using the structured questionnaire with the interview process where the data are statistically evaluated using descriptive and inferential analysis using the KOBO toolbox, SPSS and AMOS. The connection between variables was examined using structural equation modeling (SEM).

Results indicate that the negligence of the employees, the attitude of the employees, the need for additional costs and the hiring of the agent are the most significant obstacles encountered by customers during the process of getting construction permit. Regarding the whole assessment system, the general population expresses displeasure. SEM results indicate that environment and quality are significantly related to customer satisfaction.

This paper's novelty lies in its Nepal-specific inquiry into the relationship between building permit acquisition procedures and customer contentment. The study provides a distinctive viewpoint on this context by combining evaluation model theory and SEM. The localized approach emphasizes the importance of customized strategies to improve customer satisfaction, adding to the current literature on the subject. The study's use of SEM as a quantitative analysis tool enhances its methodological rigor. This interdisciplinary research offers valuable insights for academics, practitioners and policymakers in Nepal and contributes to the wider field of construction and customer satisfaction.