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Kundenbeschwerdeprozess eines Softwareunternehmens. Messung der dauerhaften Akzeptanz des Online-Formulars zur Meldung von Beschwerden
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ISBN10: 3389139435
ISBN13: 9783389139431
Publisher: Grin Verlag
Published: Jun 24 2025
Pages: 26
Weight: 0.10
Height: 0.06 Width: 5.83 Depth: 8.27
Language: German
ISBN13: 9783389139431
Publisher: Grin Verlag
Published: Jun 24 2025
Pages: 26
Weight: 0.10
Height: 0.06 Width: 5.83 Depth: 8.27
Language: German
Studienarbeit aus dem Jahr 2024 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 1,7, AKAD University, ehem. AKAD Fachhochschule Stuttgart, Sprache: Deutsch, Abstract: In einem dynamischen Marktumfeld wie der Softwarebranche ist ein effektives Beschwerdemanagement unabdingbar. Ein strukturiertes System zur Erfassung und Bearbeitung von Kundenbeschwerden kann nicht nur die Kundenzufriedenheit erhöhen, sondern auch den internen Bearbeitungsprozess beschleunigen und standardisieren. Ein neu eingeführtes Online-Beschwerdeformular soll hier Abhilfe schaffen, indem Beschwerdewege vereinfacht und Bearbeitungszeiten verkürzt werden. Die Forschung zeigt jedoch, dass der Erfolg solcher Systeme stark von der Akzeptanz der Nutzer abhängt, die das Tool aktiv nutzen. Die Akzeptanz neuer Technologien durch die Nutzer ist ein Schlüsselfaktor für die Effizienz und langfristige Nutzung eines Systems. Studien haben gezeigt, dass der wahrgenommene Nutzen und die Benutzerfreundlichkeit einer Technologie entscheidend dafür sind, ob die Nutzer das System als hilfreich empfinden und regelmä ig nutzen. Da der langfristige Erfolg des Beschwerdeformulars von der Akzeptanz der Nutzer im Unternehmen abhängt, ist es notwendig, die Akzeptanz regelmä ig zu messen und mögliche Schwachstellen frühzeitig zu erkennen.
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