A Method of Identifying Improvement Factors for Tablet Services

Abstract

Upon the introduction of goods/services into the market, every company observes customer reaction. Thereafter, the goods/services are improved based on customer feedback. Customer satisfaction is one of the prominent and effective indicators of customer retention. Identifying the areas of improvement for goods/services is an essential issue for every company, when applying customer satisfaction. This is especially important given the rapid and prolific production of many technologies in the field of information and communication technology (ICT). Moreover, many players including network carriers, vendors, and content providers, are concerned with the services related to ICT. Therefore, the improvement factors contain the different viewpoints of several players. For these reasons, a transitional evaluation approach is needed in addition to the conventional evaluation, which merely compares satisfaction/dissatisfaction scores. This paper focuses on tablet PCs and their services, which have been broadly diffused. Following this, a transitional evaluation approach for identifying long-term improvement factors of tablet PCs and their services is proposed.