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A Survey on the Categories of Service Value/Quality/Satisfactory Factors

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Computer and Information Science

Part of the book series: Studies in Computational Intelligence ((SCI,volume 566))

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Abstract

Service modeling relies on the many factors as indicators for measurement of business value, service quality and user satisfaction. However standardization on related factors is missing in current literature. In this paper, we work towards the solution of this problem. Firstly we collect more than 200 related factors from literature review. Secondly we try to provide a classification framework through a constructive process at conceptual level. Then we use the constructive process to classify the factors into more than 20 higher level categories with explanation on the process.

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Acknowledgments

This paper was supported in part by CNSF grant 61363007 and by HNU Research program grant KYQD1242 and HDSF201310.

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Authors and Affiliations

  1. College of Information Science and Technology, Hainan University, Haikou, China

    Yucong Duan, Wenlong Feng, Wencai Du & Junxing Lu

  2. Cognizant Technology Solutions, Bangalore, India

    Nanjangud C. Narendra

  3. Kingdee International Software Group China, Hong Kong, China

    Bo Hu

  4. School of Statistics and Mathematics, Central University of Finance and Economics, Beijing, China

    Donghong Li

Authors
  1. Yucong Duan
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  2. Nanjangud C. Narendra
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  3. Bo Hu
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  4. Donghong Li
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  5. Wenlong Feng
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  6. Wencai Du
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  7. Junxing Lu
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Corresponding author

Correspondence to Yucong Duan .

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Editors and Affiliations

  1. Software Engineering and Information Technology Institute, Central Michigan University, Mt. Pleasant, Michigan, USA

    Roger Lee

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Duan, Y. et al. (2015). A Survey on the Categories of Service Value/Quality/Satisfactory Factors. In: Lee, R. (eds) Computer and Information Science. Studies in Computational Intelligence, vol 566. Springer, Cham. https://doi.org/10.1007/978-3-319-10509-3_11

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  • DOI: https://doi.org/10.1007/978-3-319-10509-3_11

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-10508-6

  • Online ISBN: 978-3-319-10509-3

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