CFA On Customer Support System Under Web Circumstance

The customer support is an important part in CRM;it is also one of main functions of CRM. Under the Web environment, the customer support on net will be the window through which the enterprises face customers. A wonderful customer support system can strengthen the enterprise competitive power, increase sale, promotion enterprise image. And it is also the necessary condition which guarantees customer's satisfaction and the customer's benefit. How to take advantage of the customer support on Web, How to make pe-ople more satisfied, how to maintenance more customer, will become a matter people concerned. The purpose of this article lies in researching the factors which will affect customer's satisfaction about the customer support system under web environment and their influencing intensity, in order to help the enterprise distinguish and control these factors, enhances the competitive power.This article carries on the research on the angles of customers'. The researching object is the individual consumer, not including enterprise group buyer. The article integrates the theories on marketing, management science, statistics and related subjects, conducts the following research:First, this article analysis the characteristic of customer support system under web environment, defines it as a servicing system and a information system, and conduct the related literature research from these two aspects too. Propose the researching framework. This article takes the IS success model as the researching framework., Takes the SERVQUAL as service quality estimated model, And reviewed the relationship between customer's satisfaction, customer's loyalty and customer retains .Next, propose three models which will be studied in this paper, service quality model, information quality model and system quality model of customer support system under Web, And three hypotheses about their relationship with customer's satisfaction, which would be further studied.Third, the paper has carried on a questionnaire survey, made an basic statistical analysis to the overall sample, and an reliability analyses to the effective sample which testify the reliability of the data obtained.Finally, the essential studying method in this paper is Structure Equation Model (SEM). We made first-order and second-order Confirmatory Factor Analysis (CFA) and path analysis to service quality model, information quality model and systemquality model, and modify the model according to the simulation, at last we unfold the load coefficient and fit index.According to this article's researching conclusion: the relationship between each item and dimension, each dimension and the quality of service, information, system are very different, which provide a academic support for enterprises to distinguished and controls the factor of customer support system under Web environment.