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The Function Of Measuring Customer Satisfaction Index--Establishing And Keeping Competition Advantage Of Companies

Posted on:2004-08-15Degree:MasterType:Thesis
Country:ChinaCandidate:X L HeFull Text:PDF
GTID:2156360092496655Subject:Business management
Abstract/Summary:PDF Full Text Request
Customer satisfaction is the prerequisite for the survival and development of companies in the Marketing Economy environment. Therefore organizations focus on measuring customer satisfaction index by scientific approach.In this paper, the theory and practice of customer satisfaction in China and abroad are reviewed. Customer satisfaction has taken on national and international significance with the development of national satisfaction barometers and indices in Sweden, the US, and the Norway. Established in 1989, the Swedish Customer Satisfaction Barometer (SCSB) was the first truly national customer satisfaction index for domestically purchased and consumed products and services. The American Customer Satisfaction Index (ACSI) was introduced in the fall of 1994 and reports results for approximately 200 companies from 34 industries. In reviewing the national indices, the ACSI model specification was paid particular attention. This model is an evolution of the original Swedish model, has been adopted on a smaller scale in New Zealand and Taiwan and Austria, and is the basis for the models being used in Norway and the EU.In recent years, people of various fields in our country have achieved significantly in constructing customer satisfaction index.The paper describes customer satisfaction from an economic psychology perspective and analyzes all kinds of customer satisfaction models. On the basis of this, the article measure CSI by P-E (Perception-Expectation), EP (Evaluated Performance), NQ (NormedQuality) and customer satisfaction index models. On the same time, the strengths and weaknesses of all models are estimated.In addition to the above, the paper evaluates CSI models in different countries and analyzes the construction of the CSI model.Finally, the paper presents the approach of measuring CSI systematically, which includes targeting, sampling, choosing method, designing questionnaire, analyzing and reporting.Based on the studies on CSI, the paper advances its own ideas about how to measure and apply CSI into Chinese companies. But the paper can' t complete CSI research by empirical study.In all cases, it is predictable that CSI will be a kind of scientific approach evaluating advanced economy operation.
Keywords/Search Tags:Customer Satisfaction, Customer Loyalty, Customer Satisfaction Index
PDF Full Text Request
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