Research And A Case Study On The Measurement Of Customer Satisfaction

With the gradual prevalence of customer satisfaction measurement, the problem, how to combine the customer satisfaction theory with customer satisfaction measurement to form a whole theory to guide firms to continually find out the problems and the disadvantage and to upgrade the market competitive ability of the firm becomes the urgent task now.The theoretic model of customer satisfaction^ the measurement system of customer satisfaction and the error controlling of. measurement will be explored in this paper thoroughly.Based on the data of CSI from the commerce businesses in Wuhan, the feasibility of the model and its arithmetic will be researched in this paper to form typical cases of CSI, in order to provide you with the theoretic supporting on the popularization of the model, and help you accumulate experiences for using the model in a large scope in the future.The innovation of this paper lies on as follow:1. The introduction of customer satisfaction theory. This chapter has differentiated and analysed the concept that this text involved at first. Then, it shows current situation and meaning of satisfaction' s determination and review in china.2. The theoretic models of customer satisfaction. The chapter introduces KANQ model and ACSI model, especially their advantage and disadvantage in practical application.3. The system of measurement of customer satisfaction index. We form the index system and a way to fix their important degree. Then, we explain the two main ways to calculate the CSI.4. The error controlling of the measurement of customer satisfaction index. The error can be controlled in four facets.5. Case analysis. The chapter shows a CSI investigation case and analyses it from different facets.