A study on customer satisfaction in mobile telecommunication market by using SEM and system dynamic method

Abstract

In this article, a new method is presented to research the mechanism of Customer Satisfaction (CS). Firstly, the research model of CS based on the TAM and ACSI is built. Secondly, some important correlation coefficients of research model can be got from the SEM method. Thirdly, with these correlation coefficients, the main functions of system dynamic model are built, and the evolution of the system is simluated with the help of VENSIM. At last, one simple example is designed by using the method and some meaningful conclusions are provided. © 2008 International Federation for Information Processing.