Customer Satisfaction

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Recommended: Introduction of research paper about customer satisfaction

Introduction
Customer satisfaction is a word commonly used in marketing (Wirtz & Bateson, 1995). It is a gauge of how goods and services provided by an organization meet or exceed customer expectation (Farris, Bendle, Pfeifer, & Reibstein, 1995). In a spirited market where companies vie for consumers, customer satisfaction is as a vital differentiator and has progressively grown to be a chief component of business strategy (Gitman, & McDaniel, 2005). Hence, it is crucial for businesses to manage customer satisfaction (Wirtz & Bateson, 1995).
The aim of this research is to examine and analyze the satisfaction of the user when determining what level of security is required in order to reduce the risk of a security breach. The research topics covered include a survey of end users using the legacy EMR system at the NYS OMH, an analysis of the end users’ level of satisfaction concerning information security risks, the business and technical needs and skills of the end users, and the measures needed to enhance the functionality of the systems and performance of the users.

Customer Satisfaction
The assignment research revealed that legacy programs endure due to the risks and expenditures of changing them (Lamb, 2008). Legacy replacement strategies can flop, not only injuring the reliability of the IT unit, but also the livelihoods of management (Lamb, 2008). The efforts and expenses required in system testing and the possibility of a colossal end-user reskilling program can be enormous (Lamb, 2008). Funds for upgrades are challenging to acquire due to the fact IT budgets are divided amongst preserving things as they are and delivering new functionality (Lamb, 2008). Some of the chief concerns in NASCIO’s 2008 natio...

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...SCIO-DigitalStatesAtRisk.pdf
NYS Office of Mental Health. (January, 2014). Empire state VistA: Helping bring electronic health records for mental health to the 21st century. OMHNews. Retrieved from http://www.omh.ny.gov/omhweb/resources/newsltr/2014/jan/information_technology.ht ml
Weber, C. (2006, December). Assessing security risks in legacy systems. Cigital. Retrieved from https://buildsecurityin.us-cert.gov/articles/best-practices/legacy-systems/assessing- security-risk-in-legacy-systems
Williams, M. (2011, November). CIOs seek ways to replace legacy systems. CIOZone. Retrieved from http://www.govtech.com/policy-management/CIOs-Seek-Ways-to-Replace-Legacy-Systems.html
Wirtz, J., & Bateson, J. (1995). An experimental investigation of halo effects in satisfaction measures of service attributes. International Journal of Science Industry Management , 6,
84-102.

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