{"id":1424,"date":"2025-06-20T17:46:26","date_gmt":"2025-06-20T08:46:26","guid":{"rendered":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/?p=1424"},"modified":"2026-03-12T15:06:58","modified_gmt":"2026-03-12T06:06:58","slug":"cs","status":"publish","type":"post","link":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/cs\/","title":{"rendered":"\u52b9\u679c\u7684\u306aCS\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u3068\u306f\uff1a\u305d\u306e\u624b\u6cd5\u3084\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac"},"content":{"rendered":"<div class=\"ark-block-toc\" data-target=\"h3\">\n\t\t<div class=\"ark-block-toc__title\">\u76ee\u6b21<\/div>\n\t\t<ol class=\"ark-block-toc__list\" data-level=\"2\"><li><a href=\"#arkb-toc-0\" class=\"ark-block-toc__link\">CS\u8abf\u67fb\u306e\u3059\u3059\u3081\u65b9\uff1a\u9867\u5ba2\u6e80\u8db3\u3092\u53ef\u8996\u5316\u3057\u3001\u6210\u9577\u3078\u3064\u306a\u3052\u308b\u9053<\/a><\/li><li><a href=\"#arkb-toc-1\" class=\"ark-block-toc__link\">\u9867\u5ba2\u6e80\u8db3\u3068\u306f\u4f55\u304b\uff1f<\/a><\/li><li><a href=\"#arkb-toc-2\" class=\"ark-block-toc__link\">\u8abf\u67fb\u306e\u610f\u7fa9\u3068\u5168\u4f53\u30d5\u30ed\u30fc<\/a><ol class=\"ark-block-toc__list\" data-level=\"3\"><li><a href=\"#arkb-toc-3\" class=\"ark-block-toc__link\">1.\u8abf\u67fb\u4f01\u753b<\/a><\/li><li><a href=\"#arkb-toc-4\" class=\"ark-block-toc__link\">2.\u8abf\u67fb\u7968\u306e\u8a2d\u8a08<\/a><\/li><li><a href=\"#arkb-toc-5\" class=\"ark-block-toc__link\">3.\u8abf\u67fb\u306e\u5b9f\u65bd<\/a><\/li><li><a href=\"#arkb-toc-6\" class=\"ark-block-toc__link\">4.\u8abf\u67fb\u5206\u6790\u30fb\u5831\u544a<\/a><\/li><li><a href=\"#arkb-toc-7\" class=\"ark-block-toc__link\">5.\u8abf\u67fb\u8a2d\u8a08\u306e\u30dd\u30a4\u30f3\u30c8\uff1a\u4fe1\u983c\u6027\u3068\u5b9f\u7528\u6027\u306e\u4e21\u7acb<\/a><\/li><li><a href=\"#arkb-toc-8\" class=\"ark-block-toc__link\">6.\u8abf\u67fb\u7d50\u679c\u306f\u300c\u884c\u52d5\u300d\u306b\u3064\u306a\u3052\u3066\u3053\u305d\u4fa1\u5024\u304c\u3042\u308b<\/a><\/li><\/ol><\/li><li><a href=\"#arkb-toc-9\" class=\"ark-block-toc__link\">\u307e\u3068\u3081<\/a><\/li><\/ol><\/li><\/ol>\n\t<\/div>\n\n\n<h2 id=\"arkb-toc-0\" class=\"wp-block-heading\"><strong>CS\u8abf\u67fb\u306e\u3059\u3059\u3081\u65b9\uff1a\u9867\u5ba2\u6e80\u8db3\u3092\u53ef\u8996\u5316\u3057\u3001\u6210\u9577\u3078\u3064\u306a\u3052\u308b\u9053<\/strong><\/h2>\n\n\n\n<p>\u4f01\u696d\u7d4c\u55b6\u306b\u304a\u3044\u3066\u300c\u9867\u5ba2\u6e80\u8db3\uff08Customer Satisfaction\uff1aCS\uff09\u300d\u306f\u3001\u5358\u306a\u308b\u8a55\u4fa1\u6307\u6a19\u3067\u306f\u306a\u304f\u3001\u6301\u7d9a\u7684\u6210\u9577\u306e\u539f\u52d5\u529b\u3068\u306a\u308b\u91cd\u8981\u306a\u6982\u5ff5\u3067\u3059\u3002\u9867\u5ba2\u304c\u6e80\u8db3\u3059\u308b\u3053\u3068\u306f\u3001\u518d\u8cfc\u5165\u3084\u53e3\u30b3\u30df\u3001\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u3001\u7d50\u679c\u3068\u3057\u3066\u4f01\u696d\u53ce\u76ca\u3084\u5e02\u5834\u30b7\u30a7\u30a2\u306e\u62e1\u5927\u306b\u3082\u7d50\u3073\u3064\u304d\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u306e\u5b9f\u614b\u3092\u3069\u306e\u3088\u3046\u306b\u628a\u63e1\u3057\u3001\u3069\u3046\u6d3b\u7528\u3057\u3066\u3044\u304f\u304b\u2015\u2015\u305d\u306e\u300c\u8abf\u67fb\u306e\u3059\u3059\u3081\u65b9\u300d\u306b\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u5de5\u592b\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<h2 id=\"arkb-toc-1\" class=\"wp-block-heading\"><strong>\u9867\u5ba2\u6e80\u8db3\u3068\u306f\u4f55\u304b\uff1f<\/strong><\/h2>\n\n\n\n<p>\u305d\u3082\u305d\u3082\u9867\u5ba2\u6e80\u8db3\u3068\u306f\u3001\u300c\u88fd\u54c1\u307e\u305f\u306f\u30b5\u30fc\u30d3\u30b9\u81ea\u4f53\u304c\u559c\u3070\u3057\u3044\u6c34\u6e96\u306e\u6d88\u8cbb\u95a2\u9023\u306e\u5145\u8db3\u3092\u3082\u305f\u3089\u3057\u305f\u300d\uff08\u6ce8<sup data-fn=\"7d27c8f8-5a4d-4ec4-a777-0f1dd7ea79e4\" class=\"fn\"><a href=\"#7d27c8f8-5a4d-4ec4-a777-0f1dd7ea79e4\" id=\"7d27c8f8-5a4d-4ec4-a777-0f1dd7ea79e4-link\">1<\/a><\/sup> Oliver, 1997\uff09\u72b6\u614b\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u3053\u306e\u300c\u6e80\u8db3\u300d\u306f\u4e3b\u89b3\u7684\u306a\u611f\u60c5\u3067\u3042\u308b\u305f\u3081\u3001\u53ef\u8996\u5316\u3059\u308b\u306b\u306f\u8abf\u67fb\u3068\u3044\u3046\u624b\u6bb5\u304c\u5fc5\u8981\u3067\u3059\u3002\u305d\u3057\u3066\u3001\u6e80\u8db3\u5ea6\u304c\u9ad8\u3051\u308c\u3070\u9ad8\u3044\u307b\u3069\u3001\u9867\u5ba2\u306f\u4f01\u696d\u3078\u306e\u4fe1\u983c\u611f\u3092\u5f37\u3081\u3001\u30ea\u30d4\u30fc\u30c8\u3084\u63a8\u5968\u3068\u3044\u3063\u305f\u884c\u52d5\u306b\u7d50\u3073\u3064\u304d\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.jpc-net.jp\/research\/jcsi\/jcsi_2023.html\"><img loading=\"lazy\" decoding=\"async\" width=\"652\" height=\"215\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/Leading-Brand2-2.jpg\" alt=\"\" class=\"wp-image-1471\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/Leading-Brand2-2.jpg 652w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/Leading-Brand2-2-300x99.jpg 300w\" sizes=\"auto, (max-width: 652px) 100vw, 652px\" \/><\/a><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.jpc-net.jp\/research\/jcsi\/2023jcsi.html\"><img loading=\"lazy\" decoding=\"async\" width=\"650\" height=\"209\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/JCSI2-1.jpg\" alt=\"\" class=\"wp-image-1472\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/JCSI2-1.jpg 650w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/JCSI2-1-300x96.jpg 300w\" sizes=\"auto, (max-width: 650px) 100vw, 650px\" \/><\/a><\/figure>\n<\/div>\n<\/div>\n\n\n\n<h2 id=\"arkb-toc-2\" class=\"wp-block-heading\"><strong>\u8abf\u67fb\u306e\u610f\u7fa9\u3068\u5168\u4f53\u30d5\u30ed\u30fc<\/strong><\/h2>\n\n\n\n<p>CS\u8abf\u67fb\u306f\u300c\u73fe\u72b6\u628a\u63e1\u300d\u3068\u300c\u6539\u5584\u3078\u306e\u7b2c\u4e00\u6b69\u300d\u306e\u4e21\u8f2a\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002\u8abf\u67fb\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u306e\u58f0\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u3001\u6226\u7565\u7acb\u6848\u3084\u696d\u52d9\u6539\u5584\u306b\u5177\u4f53\u7684\u306a\u65b9\u5411\u6027\u3092\u4e0e\u3048\u307e\u3059\u3002CS\u8abf\u67fb\u306e\u5b9f\u65bd\u65b9\u6cd5\u306f\u591a\u7a2e\u591a\u69d8\u3067\u3059\u304c\u3001\u4e00\u822c\u7684\u306a\u6d41\u308c\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n\n\n\n<p><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"871\" height=\"478\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image.png\" alt=\"\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306e\u3059\u3059\u3081\u65b9\n\u30fb\u8abf\u67fb\u4f01\u753b\n\u30fb\u8abf\u67fb\u7968\u8a2d\u8a08\n\u30fb\u8abf\u67fb\u5b9f\u67fb\n\u30fb\u8abf\u67fb\u5206\u6790\u30fb\u5831\u544a\" class=\"wp-image-1425\" style=\"width:768px;height:auto\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image.png 871w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-300x165.png 300w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-768x421.png 768w\" sizes=\"auto, (max-width: 871px) 100vw, 871px\" \/><\/figure>\n\n\n\n<h3 id=\"arkb-toc-3\" class=\"wp-block-heading\">1.<strong>\u8abf\u67fb\u4f01\u753b<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u8abf\u67fb\u76ee\u7684\u306e\u660e\u78ba\u5316\uff08\u4f8b\uff1a\u30b5\u30fc\u30d3\u30b9\u306e\u8ab2\u984c\u62bd\u51fa\u3001\u793e\u5185KPI\u306e\u8a2d\u5b9a\uff09<\/li>\n\n\n\n<li>\u8abf\u67fb\u624b\u6bb5\u306e\u6c7a\u5b9a\uff08Web\u8abf\u67fb\u3001\u90f5\u9001\u8abf\u67fb\u306a\u3069\uff09<\/li>\n\n\n\n<li>\u5bfe\u8c61\u8005\u306e\u9078\u5b9a\u3068\u7bc4\u56f2\u306e\u6c7a\u5b9a\uff08\u4f8b\uff1a\u904e\u53bb\u534a\u5e74\u4ee5\u5185\u306b\u5229\u7528\u3057\u305f\u95a2\u6771\u5728\u4f4f\u8005\uff09<\/li>\n\n\n\n<li>\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u7b56\u5b9a<\/li>\n<\/ul>\n\n\n\n<p>CS\u8abf\u67fb\u306e\u7b2c\u4e00\u6b69\u306f\u3001\u8abf\u67fb\u306e\u76ee\u7684\u3092\u660e\u78ba\u306b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u8a55\u4fa1\u306e\u73fe\u72b6\u3092\u628a\u63e1\u3057\u305f\u3044\u300d\u300c\u7279\u5b9a\u306e\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u8981\u7d20\u304c\u6e80\u8db3\u5ea6\u306b\u4e0e\u3048\u308b\u5f71\u97ff\u3092\u77e5\u308a\u305f\u3044\u300d\u300c\u30ea\u30d4\u30fc\u30bf\u30fc\u306e\u50be\u5411\u3092\u660e\u3089\u304b\u306b\u3057\u305f\u3044\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u76ee\u7684\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u304c\u3001\u8abf\u67fb\u5168\u4f53\u306e\u8cea\u3092\u5de6\u53f3\u3057\u307e\u3059\u3002\u6f20\u7136\u3068\u8abf\u67fb\u3092\u5b9f\u65bd\u3057\u305f\u5834\u5408\u306b\u306f\u3001\u77e5\u308a\u305f\u3044\u3053\u3068\u304c\u660e\u78ba\u306b\u306a\u3089\u305a\u3001\u7d50\u679c\u3068\u3057\u3066\u5f97\u3089\u308c\u308b\u30c7\u30fc\u30bf\u304c\u6709\u52b9\u6d3b\u7528\u3067\u304d\u306a\u3044\u554f\u984c\u306b\u76f4\u9762\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<br>\u307e\u305f\u3001\u3053\u306e\u6bb5\u968e\u3067\u3001\u4f7f\u7528\u3059\u308b\u5a92\u4f53\uff08Web\u3001\u90f5\u9001\u3001\u5bfe\u9762\u306a\u3069\uff09\u3001\u5bfe\u8c61\u3068\u3059\u308b\u9867\u5ba2\u5c64\u3084\u8abf\u67fb\u306e\u7bc4\u56f2\u3092\u660e\u78ba\u306b\u3057\u3066\u304a\u304f\u3053\u3068\u304c\u809d\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<h3 id=\"arkb-toc-4\" class=\"wp-block-heading\"><strong>2.\u8abf\u67fb\u7968\u306e\u8a2d\u8a08<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u8abf\u67fb\u76ee\u7684\u3068\u6574\u5408\u3059\u308b\u8a2d\u554f\u69cb\u6210<\/li>\n\n\n\n<li>\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\uff08\u4f8b\uff1a\u63a5\u5ba2\u3001\u5546\u54c1\u3001\u65bd\u8a2d\uff09\u3084\u6e80\u8db3\u5ea6\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306a\u3069\u306e\u6307\u6a19\u3092\u8a2d\u554f\u5316<\/li>\n<\/ul>\n\n\n\n<p>\u8abf\u67fb\u7968\u306e\u8a2d\u8a08\u306f\u5358\u306b\u8cea\u554f\u3092\u4e26\u3079\u308b\u4f5c\u696d\u3067\u306f\u306a\u304f\u3001\u300c\u3069\u306e\u3088\u3046\u306a\u60c5\u5831\u3092\u5f97\u3066\u3001\u3069\u3046\u5206\u6790\u3059\u308b\u306e\u304b\u300d\u3068\u3044\u3046\u6700\u7d42\u30a2\u30a6\u30c8\u30d7\u30c3\u30c8\u3092\u60f3\u5b9a\u3057\u305f\u8a2d\u8a08\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u5e97\u8217\u30b9\u30bf\u30c3\u30d5\u306e\u63a5\u5ba2\u5bfe\u5fdc\u304c\u82e5\u5e74\u5c64\u306b\u8a55\u4fa1\u3055\u308c\u3066\u3044\u306a\u3044\u300d\u3068\u3044\u3046\u4eee\u8aac\u304c\u3042\u308b\u306a\u3089\u3070\u3001\u305d\u308c\u3092\u88cf\u4ed8\u3051\u308b\u305f\u3081\u306e\u8a2d\u554f\uff08\u4f8b\uff1a\u8a2d\u554f\u300c\u5e97\u8217\u30b9\u30bf\u30c3\u30d5\u306e\u63a5\u5ba2\u5bfe\u5fdc\u306f\u9069\u5207\u3067\u3042\u308b\u300d\u3001\u56de\u7b54\u8005\u5c5e\u6027\u300c\u3042\u306a\u305f\u306e\u5e74\u9f62\u3092\u6559\u3048\u3066\u304f\u3060\u3055\u3044\u300d\uff09\u304c\u5fc5\u8981\u3067\u3059\u3002\u4e00\u65b9\u3001\u81ea\u793e\u30b5\u30fc\u30d3\u30b9\u306e\u73fe\u72b6\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u76ee\u7684\u306e\u5834\u5408\u3001\u30b5\u30fc\u30d3\u30b9\u30d7\u30ed\u30bb\u30b9\u3092\u7db2\u7f85\u7684\u306b\u8a2d\u554f\u306b\u53cd\u6620\u3055\u305b\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<br>\u8abf\u67fb\u7968\u306e\u8a2d\u8a08\u3092\u30bc\u30ed\u304b\u3089\u9032\u3081\u308b\u306e\u306f\u96e3\u3057\u3044\u3067\u3059\u304c\u3001\u30cd\u30c3\u30c8\u3084\u66f8\u7c4d\u3067\u985e\u4f3c\u8abf\u67fb\u3092\u8abf\u3079\u305f\u308a\u3001\u904e\u53bb\u306e\u5b66\u8853\u7814\u7a76\uff08\u4f8b\uff1aSERVQUAL\uff09\u3092\u53c2\u8003\u306b\u3057\u305f\u308a\u3001\u751f\u6210AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3082\u6709\u52b9\u306a\u624b\u6bb5\u3067\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"534\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-1-1024x534.png\" alt=\"\" class=\"wp-image-1427\" style=\"width:869px;height:auto\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-1-1024x534.png 1024w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-1-300x157.png 300w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-1-768x401.png 768w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-1.png 1215w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 id=\"arkb-toc-5\" class=\"wp-block-heading\"><strong>3.\u8abf\u67fb\u306e\u5b9f\u65bd<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u81ea\u793e\u4fdd\u6709\u30ea\u30b9\u30c8\uff08\u30e1\u30fc\u30eb\u30a2\u30c9\u30ec\u30b9\u3001LINE\u767b\u9332\u306a\u3069\uff09\u3084\u8abf\u67fb\u4f1a\u793e\u30e2\u30cb\u30bf\u30fc\u306e\u6d3b\u7528\u3092\u691c\u8a0e<\/li>\n\n\n\n<li>\u56de\u53ce\u76ee\u6a19\u6570\uff08\u56de\u53ce\u7387\uff09\u3092\u8a2d\u5b9a<\/li>\n\n\n\n<li>Web\u753b\u9762\u3084\u90f5\u9001\u7b49\u306b\u3088\u308b\u914d\u4fe1<\/li>\n\n\n\n<li>\u56de\u7b54\u53ce\u96c6\uff08\u4f4e\u56de\u53ce\u7387\u6642\u306e\u7763\u4fc3\u3084\u518d\u9001\u3082\u691c\u8a0e\uff09<\/li>\n<\/ul>\n\n\n\n<p>\u5bfe\u8c61\u8005\u306b\u8abf\u67fb\u7968\u3092\u5c4a\u3051\u3001\u56de\u7b54\u3092\u96c6\u3081\u307e\u3059\u3002\u8fd1\u5e74\u3067\u306f\u81ea\u793e\u304c\u4fdd\u6709\u3059\u308b\u9867\u5ba2\u30ea\u30b9\u30c8\uff08\u30e1\u30fc\u30eb\u30a2\u30c9\u30ec\u30b9\u3084LINE\u767b\u9332\u60c5\u5831\u306a\u3069\uff09\u3092\u6d3b\u7528\u3057\u3066Web\u8abf\u67fb\u3092\u884c\u3046\u30b1\u30fc\u30b9\u304c\u5897\u3048\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u4e00\u5b9a\u306e\u56de\u53ce\u7387\u3092\u76ee\u6a19\u3068\u3057\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u7763\u4fc3\u3084\u8ffd\u52a0\u9001\u4ed8\u3092\u884c\u3046\u4f53\u5236\u3092\u6574\u3048\u308b\u3053\u3068\u3082\u6210\u529f\u306e\u9375\u3068\u306a\u308a\u307e\u3059\u3002<br>\u56de\u53ce\u7387\u306f\u3001\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u6027\u3001\u8a2d\u554f\u6570\u306a\u3069\u306b\u3088\u3063\u3066\u5927\u304d\u304f\u5909\u308f\u308a\u307e\u3059\u3002\u4e00\u822c\u7684\u306b\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u6027\u304c\u8fd1\u3044\u5834\u5408\uff08BtoB\u306a\u3069\uff09\u3001\u56de\u53ce\u7387\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u8a2d\u554f\u6570\u304c\u591a\u304f\u306a\u308b\u307b\u3069\u96e2\u8131\u8005\u304c\u5897\u3048\u3066\u3044\u304d\u307e\u3059\u306e\u3067\u3001\u8a2d\u554f\u6570\u306f\u5c11\u306a\u3051\u308c\u3070\u5c11\u306a\u3044\u307b\u3069\u826f\u3044\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u306a\u304a\u3001\u56de\u53ce\u7387\u3092\u4e0a\u3052\u308b\u305f\u3081\u306b\u8b1d\u793c\u3092\u652f\u6255\u3046\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<br>\u8fd1\u5e74\u306f\u3001\u30de\u30a4\u30af\u30ed\u30bd\u30d5\u30c8\u793e\u306a\u3069\u306e\u696d\u52d9\u7528\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3067\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u4f5c\u6210\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u63d0\u4f9b\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u8abf\u67fb\u5b9f\u65bd\u306e\u6577\u5c45\u306f\u4f4e\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u306e\u3067\u3001\u305c\u3072\u6d3b\u7528\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"635\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/\u30b0\u30e9\u30d5-1-1024x635.jpg\" alt=\"\" class=\"wp-image-1450\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/\u30b0\u30e9\u30d5-1-1024x635.jpg 1024w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/\u30b0\u30e9\u30d5-1-300x186.jpg 300w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/\u30b0\u30e9\u30d5-1-768x477.jpg 768w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/\u30b0\u30e9\u30d5-1.jpg 1336w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 id=\"arkb-toc-6\" class=\"wp-block-heading\">4.\u8abf\u67fb\u5206\u6790\u30fb\u5831\u544a<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5358\u7d14\u96c6\u8a08\u30fb\u30af\u30ed\u30b9\u96c6\u8a08\u306b\u3088\u308b\u73fe\u72b6\u628a\u63e1<\/li>\n\n\n\n<li>\u76f8\u95a2\u5206\u6790\u3084IPA\uff08\u91cd\u8981\u5ea6\u30fb\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5206\u6790\uff09\u306b\u3088\u308b\u8ab2\u984c\u306e\u7279\u5b9a<\/li>\n\n\n\n<li>\u9ad8\u8a55\u4fa1\u9805\u76ee\u3068\u4f4e\u8a55\u4fa1\u9805\u76ee\u3092\u6bd4\u8f03\u3057\u3001\u6539\u5584\u512a\u5148\u5ea6\u3092\u660e\u78ba\u5316<\/li>\n\n\n\n<li>\u793e\u5185\u5831\u544a\u4f1a\u3092\u5b9f\u65bd<\/li>\n<\/ul>\n\n\n\n<p>\u307e\u305a\u306f\u30ed\u30fc\u30c7\u30fc\u30bf\u3092\u5358\u7d14\u96c6\u8a08\u3057\u3001\u57fa\u672c\u7684\u306a\u50be\u5411\u3092\u628a\u63e1\u3057\u307e\u3059\u3002\u305d\u3053\u304b\u3089\u3055\u3089\u306b\u4e00\u6b69\u9032\u3093\u3067\u3001\u30af\u30ed\u30b9\u96c6\u8a08\u306b\u3088\u308b\u5c5e\u6027\u9593\u306e\u6bd4\u8f03\u3084\u3001\u76f8\u95a2\u4fc2\u6570\u3092\u7528\u3044\u305f\u95a2\u4fc2\u6027\u306e\u5206\u6790\u3001\u305d\u3057\u3066\u91cd\u8981\u5ea6\uff0d\u6e80\u8db3\u5ea6\u30de\u30c8\u30ea\u30c3\u30af\u30b9\uff08IPA\uff09\u3092\u6d3b\u7528\u3057\u305f\u512a\u5148\u8ab2\u984c\u306e\u7279\u5b9a\u306a\u3069\u3001\u76ee\u7684\u306b\u5fdc\u3058\u305f\u591a\u89d2\u7684\u306a\u5206\u6790\u304c\u884c\u308f\u308c\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u300c\u63a5\u5ba2\u306e\u8a55\u4fa1\u306f\u9ad8\u3044\u304c\u3001\u6e80\u8db3\u5ea6\u3068\u306e\u76f8\u95a2\u304c\u4f4e\u3044\u300d\u5834\u5408\u3001\u305d\u306e\u9805\u76ee\u306f\u6539\u5584\u306e\u512a\u5148\u9806\u4f4d\u304c\u4f4e\u3044\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u4e00\u65b9\u3001\u300c\u65bd\u8a2d\u30fb\u8a2d\u5099\u306e\u8a55\u4fa1\u304c\u4f4e\u304f\u3001\u6e80\u8db3\u5ea6\u3078\u306e\u76f8\u95a2\u304c\u9ad8\u3044\u300d\u5834\u5408\u3001\u6539\u5584\u306e\u5bfe\u8c61\u3068\u306a\u308a\u5f97\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"836\" height=\"463\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-8.png\" alt=\"\u76f8\u95a2\u4fc2\u6570\u3092\u7528\u3044\u305f\u5206\u6790\u306b\u3064\u3044\u3066\nIPA\uff08\u91cd\u8981\u5ea6\u30fb\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5206\u6790\uff09\u6539\u5584\u30dd\u30a4\u30f3\u30c8\u306e\u56f3\" class=\"wp-image-1728\" style=\"width:847px;height:auto\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-8.png 836w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-8-300x166.png 300w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-8-768x425.png 768w\" sizes=\"auto, (max-width: 836px) 100vw, 836px\" \/><\/figure>\n\n\n\n<p>\u5358\u306b\u6570\u5b57\u3092\u4e26\u3079\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u73fe\u5834\u3067\u306e\u7406\u89e3\u3068\u884c\u52d5\u306b\u3064\u306a\u304c\u308b\u5f62\u3067\u793a\u3059\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u56de\u53ce\u8005\u306e\u3046\u306140%\u304c\u300e\u4fa1\u683c\u304c\u9ad8\u3044\u300f\u3068\u56de\u7b54\u3057\u305f\u300d\u3068\u3044\u3046\u4e8b\u5b9f\u3060\u3051\u3067\u306a\u304f\u3001\u300c\u4fa1\u683c\u306e\u6e80\u8db3\u5ea6\u306f\u4f4e\u304f\u3001\u5168\u4f53\u6e80\u8db3\u5ea6\u3068\u306e\u76f8\u95a2\u304c\u5f37\u3044\u305f\u3081\u3001\u4eca\u5f8c\u306e\u65bd\u7b56\u3068\u3057\u3066\u4fa1\u683c\u6539\u5b9a\u306e\u518d\u691c\u8a0e\u3084\u4ed8\u52a0\u4fa1\u5024\u306e\u8a34\u6c42\u304c\u6c42\u3081\u3089\u308c\u308b\u300d\u306a\u3069\u3001\u793a\u5506\u3092\u5177\u4f53\u7684\u306b\u63d0\u793a\u3057\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u5831\u544a\u306f\u3001\u7d4c\u55b6\u4f1a\u8b70\u3084\u73fe\u5834\u306e\u6539\u5584\u6d3b\u52d5\u3001\u5f93\u696d\u54e1\u6559\u80b2\u306e\u5834\u306a\u3069\u3067\u7a4d\u6975\u7684\u306b\u6d3b\u7528\u3055\u308c\u308b\u3079\u304d\u3067\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1123\" height=\"662\" src=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-2.png\" alt=\"\u76f8\u95a2\u4fc2\u6570\u3092\u7528\u3044\u305f\u5206\u6790\u306b\u3064\u3044\u3066\nIPA\uff08\u91cd\u8981\u5ea6\u30fb\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5206\u6790\uff09\u306e\u56f3\" class=\"wp-image-1428\" style=\"width:853px;height:auto\" srcset=\"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-2.png 1123w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-2-300x177.png 300w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-2-1024x604.png 1024w, https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-content\/uploads\/2025\/06\/image-2-768x453.png 768w\" sizes=\"auto, (max-width: 1123px) 100vw, 1123px\" \/><\/figure>\n\n\n\n<h3 id=\"arkb-toc-7\" class=\"wp-block-heading\"><strong>5.\u8abf\u67fb\u8a2d\u8a08\u306e\u30dd\u30a4\u30f3\u30c8\uff1a\u4fe1\u983c\u6027\u3068\u5b9f\u7528\u6027\u306e\u4e21\u7acb<\/strong><\/h3>\n\n\n\n<p>CS\u8abf\u67fb\u306e\u52b9\u679c\u3092\u9ad8\u3081\u308b\u306b\u306f\u3001\u300c\u6b63\u78ba\u306a\u58f0\u3092\u62fe\u3046\u8a2d\u8a08\u300d\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u7279\u306b\u6ce8\u610f\u3059\u3079\u304d\u306f\u4ee5\u4e0b\u306e3\u70b9\u3067\u3059\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u5bfe\u8c61\u8005\u306e\u504f\u308a\u306b\u6ce8\u610f<\/strong>\uff1a\u81ea\u793e\u30d5\u30a1\u30f3\u5c64\u306b\u504f\u308b\u3068\u6e80\u8db3\u5ea6\u304c\u9ad8\u6b62\u307e\u308a\u3059\u308b\u50be\u5411\u304c\u3042\u308a\u3001\u8ab2\u984c\u304c\u898b\u3048\u3065\u3089\u304f\u306a\u308b\u305f\u3081\u3001\u5bfe\u8c61\u7bc4\u56f2\u306e\u62e1\u5927\u3084\u533f\u540d\u6027\u78ba\u4fdd\u306e\u5de5\u592b\u304c\u5fc5\u8981\u3067\u3059\u3002<\/li>\n\n\n\n<li><strong>\u8a2d\u554f\u8a2d\u8a08\u306f\u300c\u4eee\u8aac\u300d\u304b\u3089\u59cb\u3081\u308b<\/strong>\uff1a\u4eee\u306b\u300c\u5f85\u3061\u6642\u9593\u304c\u4e0d\u6e80\u306e\u539f\u56e0\u3067\u306f\uff1f\u300d\u3068\u3044\u3046\u4eee\u8aac\u304c\u3042\u308b\u306a\u3089\u3001\u305d\u308c\u3092\u691c\u8a3c\u3059\u308b\u8a2d\u554f\u3092\u660e\u793a\u7684\u306b\u76db\u308a\u8fbc\u3080\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/li>\n\n\n\n<li><strong>\u7dcf\u5408\u6e80\u8db3\u5ea6\u306a\u3069\u306e\u5168\u4f53\u8a55\u4fa1\u6307\u6a19\u306e\u5c0e\u5165<\/strong>\uff1a\u30b5\u30fc\u30d3\u30b9\u30d7\u30ed\u30bb\u30b9\u306e\u4e00\u90e8\u306e\u307f\u3092\u8a55\u4fa1\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u6e80\u8db3\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u3044\u3063\u305f\u7dcf\u5408\u6e80\u8db3\u5ea6\u3092\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u5168\u4f53\u8a55\u4fa1\u3001\u7d4c\u5e74\u8a55\u4fa1\u304c\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n\n\n\n<h3 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(1997) Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Companies, Inc., New York. <a href=\"#7d27c8f8-5a4d-4ec4-a777-0f1dd7ea79e4-link\" aria-label=\"\u811a\u6ce8\u53c2\u71671\u306b\u30b8\u30e3\u30f3\u30d7\">\u21a9\ufe0e<\/a><\/li><\/ol>\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p class=\"has-text-align-right\">\u57f7\u7b46\u8005\uff1a\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u3000\u9867\u5ba2\u4fa1\u5024\u5275\u9020\u30bb\u30f3\u30bf\u30fc \u6d45\u91ce \u592a\u90ce<\/p>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>CS\u8abf\u67fb\u306e\u3059\u3059\u3081\u65b9\uff1a\u9867\u5ba2\u6e80\u8db3\u3092\u53ef\u8996\u5316\u3057\u3001\u6210\u9577\u3078\u3064\u306a\u3052\u308b\u9053 \u4f01\u696d\u7d4c\u55b6\u306b\u304a\u3044\u3066\u300c\u9867\u5ba2\u6e80\u8db3\uff08Customer Satisfaction\uff1aCS\uff09\u300d\u306f\u3001\u5358\u306a\u308b\u8a55\u4fa1\u6307\u6a19\u3067\u306f&hellip;<\/p>\n","protected":false},"author":2,"featured_media":1448,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"[{\"content\":\"\u51fa\u5178\uff1aOliver, R.L. (1997) Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Companies, Inc., New York.\",\"id\":\"7d27c8f8-5a4d-4ec4-a777-0f1dd7ea79e4\"}]"},"categories":[3],"tags":[98,123],"issue":[],"class_list":["post-1424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-98","tag-cs"],"acf":[],"views":4207,"_links":{"self":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/1424","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/comments?post=1424"}],"version-history":[{"count":65,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/1424\/revisions"}],"predecessor-version":[{"id":3804,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/1424\/revisions\/3804"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/media\/1448"}],"wp:attachment":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/media?parent=1424"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/categories?post=1424"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/tags?post=1424"},{"taxonomy":"issue","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/issue?post=1424"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}