Abstract

It is essential in the B2C(Business to Customer) industry that organizations or businesses accurately identify the service elements customers want. They should also continue to enhance the service quality or performance by evaluating the value of the provided services. At the heart of these efforts are feedbacks from consumers on their satisfaction. However, it is not easy to find a standardized quantitative system to measure consumer satisfaction. The current paper aims to propose an evaluation model for customer satisfaction in the medical tour industry that has recently been in the limelight as a high valueadded industry. An application program applicable on mobile appliances such as smart phones is presented.

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