Transitional Approach to Evaluate Customer Satisfaction for Video Distribution Services

It is an ongoing issue for all companies to determine how to satisfy customers continuously. Customer satisfaction has been broadly discussed as an indicator generally utilized to improve goods/services for customer retention. Since information and communication technology (ICT) is rapidly developing in every field, companies should capture customers' changes of mind or underlying dissatisfaction factors concerning ICT services adequately, and determine what the company should do next. For this reason, the transitional evaluation approach is needed for goods/services related to ICT when considering the change of circumstances in addition to the evaluation, which merely finds items with a high dissatisfaction score. This paper focuses on video distribution services, and gives interpretation of transitional evaluation with questionnaire results for four years. Moreover, the method of finding improving factors for video distribution services is reviewed.