{"created":"2025-01-18T23:32:25.613426+00:00","updated":"2025-01-19T16:43:15.940479+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00075228","sets":["6394:6400:6474"]},"path":["6474"],"owner":"13","recid":"75228","title":["コンタクトセンタにおける顧客満足度調査についての考察"],"pubdate":{"attribute_name":"公開日","attribute_value":"2011-07-15"},"_buckets":{"deposit":"12c343fa-7cd6-47cf-9551-1c8c49baf3c5"},"_deposit":{"id":"75228","pid":{"type":"depid","value":"75228","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"コンタクトセンタにおける顧客満足度調査についての考察","author_link":["549635"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"コンタクトセンタにおける顧客満足度調査についての考察"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"招待論文","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2011-07-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_21_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"株式会社東京海上日動コミュニケーションズ"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/75228/files/IPSJ-DP0203005.pdf","label":"IPSJ-DP0203005"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0203005.pdf","filesize":[{"value":"1.5 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"611a95d4-0556-40fa-be01-0e6505893625","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2011 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"田口浩"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_21_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA1245124X","subitem_source_identifier_type":"NCID"}]},"item_21_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"コンタクトセンタの役割は，顧客との良好な関係を構築し，長期に渡り維持することである．そのためにはコンタクトセンタを利用した顧客が提供サービスに満足し，再度利用したいと思うことが重要である．顧客からの満足を得るためには，コンタクトセンタは顧客の事前期待を理解し，期待に応えるサービスを提供することが大切である．顧客の事前期待を調査するためには，コンタクトセンタを利用した顧客に対し，満足度調査を実施し分析を行うことが重要である．本稿では，顧客満足度調査から顧客の事前期待を分析し，満足度を向上させるためにコンタクトセンタが何を行うべきかについて考察する．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"177","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"170","bibliographicIssueDates":{"bibliographicIssueDate":"2011-07-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"3","bibliographicVolumeNumber":"2"}]},"relation_version_is_last":true,"weko_creator_id":"13"},"id":75228,"links":{}}