CAJ | 학술논문

利用Web of Science数据库，对国际用户满意领域文献进行收集，并构建高频关键词共词矩阵。首先对关键词进行因子分析，初步确定提取的公共因子个数；其次对关键词进行多维尺度分析，绘制了用户满意研究领域的知识地图；最后深入探讨了用户满意的实证研究、用户满意变量的前因及结果变量研究、用户满意度在用户服务领域的应用研究三大研究热点。
이용Web of Science수거고，대국제용호만의영역문헌진행수집，병구건고빈관건사공사구진。수선대관건사진행인자분석，초보학정제취적공공인자개수；기차대관건사진행다유척도분석，회제료용호만의연구영역적지식지도；최후심입탐토료용호만의적실증연구、용호만의변량적전인급결과변량연구、용호만의도재용호복무영역적응용연구삼대연구열점。
Based on the collection of international literatures on customer satisfaction from Web of Science, this paper constructed the co-word matrix of high-frequency keywords. Firstly, this paper analyzed the keywords with Factor Analysis, and identified the number of common factors initially;Secondly, this paper analyzed the keywords by multimensional scaling analysis, and constructed the knowledge map of customer satisfaction research;Finally, this paper discussed the three major research topics deeply including empirical research of customer satisfaction, the antecedent variables and outcome variables research of customer satisfaction variable,and the applied research of customer satisfaction in the field of user services.