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A case study of customer satisfaction for information technology solutions

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Abstract

There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberLab in Korea. The measurement results of user satisfaction for CyberLab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberLab is scored by 88.3.

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Authors and Affiliations

  1. Supercomputing Center, Korea Institute of Science and Technology Information, Daejeon, 305-806, Korea

    Sung Yun Yu, Jin Kim, HyungJin Lee & Hee Jun Yoon

  2. Department of Management Information Systems, Yong In University, Yongin, 449-714, Korea

    Jinsoo Park

Authors
  1. Sung Yun Yu
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  2. Jinsoo Park
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  3. Jin Kim
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  4. HyungJin Lee
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  5. Hee Jun Yoon
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Correspondence to Jinsoo Park.

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Yu, S.Y., Park, J., Kim, J. et al. A case study of customer satisfaction for information technology solutions. J. Cent. South Univ. 21, 4279–4285 (2014). https://doi.org/10.1007/s11771-014-2425-2

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  • DOI: https://doi.org/10.1007/s11771-014-2425-2

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