A Study on the Effect of Cross-Channel Service Design on the Satisfaction with Community Service Experience
DOI:
https://doi.org/10.47747/fmiic.vi2.2982Abstract
The government combines central and local civil resources to collaboratively establish the measures of the elderly protection network system, home care and family support, health care service, community care, and social participation in past years. The combination of voluntary serviceand community resources and the provision of necessary assistance for community dwelling elders allow the elderly continuously interacting with the society. The volunteers’ concern also has the elderly receive emotional and social support and enhance the quality of life. Along with the rapid advance of information technology and network, service styles and channels become diversified. A lot of traditional service experience in daily life is changing into cross-channel service experience that the users do not simply move between media and devices, but also cross various fields. In fact, successfully designed cross-channel service experience is important and urgently demanded. Aiming at community residents in Kaohsiung Taiwan, total 480 copies of questionnaire are distributed with random sampling, and 334 valid copies are retrieved, with the retrieval rate 70%. The retrieved questionnaire data are analyzed with statistical software. The research results conclude significant correlations between 1.cross-channel service design and service experience, 2.service experience and satisfaction, and 3.cross-channel service design and satisfaction. Finally, suggestions are proposed according to the research results, expecting to provide service strategies better conforming to community service and enhance the specific effect of community service.
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