The Influencing Factor's Academic Analysis And Demonstration Of Customer Satisfaction Index

In 1990s, with the globalization of the economic and the information, people would rather choose the various products or the service. To provide the various product and the service, improve the economic function quality and the competition of the enterprises, industries and the countries become the important trend of the economic development. Traditional economic index can't be valid and a new index but the quantitative index to measure the economic development. The scholars of Western countries advanced the customer satisfaction index, which uses the product and the service that has been consumed and is consumed now, and the index can measure the customer opinion of all kinds of style and arrangement, so that we can gain an all-around economic index.The writer read many literatures and contacted them with the fact of China, then, collected the research and analyzed the customer satisfaction and the measurement system. In the former of the paper we expatiate the significance and the academic foundation, summarize the strongpoint and the shortcoming of the customer satisfaction index model. So, in the latter of the paper, we analyze the influencing factor of the customer satisfaction and establish the index system. We integrate the system with the Quadrifid Graph to establish a pattern of customer satisfaction research. In demonstration, we consider the fact of the telecommunication industry and adopt the questionnaire to gain the customer satisfaction degree and the important degree of telecommunication service, then, use the data to explore the causation of the consumer behavior to provide the suggestions for the enterprises decisions.