Study On Customer Satisfaction Based On Customer Value

The current customer has already been no longer the passive acceptance person of products and service. They grasp more knowledge, information and technical ability than in the past. And they fond of studying and practicing, enjoy the initiative when chosen in the becoming wider products. At the same time, with change of the technical development and the constantly emerging of new products, the customer become higher and higher in expectation to the products and service. So customer's behavior has a deep impact on choice of enterprise's marketing strategy. Enterprises could not establish in an unassailable position in the fierce market competition expect that look customer as the center while designing, producing and offering the products and service, and offer satisfaction to customer. So the research on customer satisfaction rises quietly. But in the development afterwards, the most research on customer satisfaction lack origin formed of it. 1990s, western marketing scholar and entrepreneur pay close attention to customer value. It brings hope to the study of CS, because customer value just carried on research from the essential demand of customer. This paper explores the combination of CS and CV, it study customer satisfaction in terms of customer's value. This paper emphatically studies the mechanism, measures system and management method of customer satisfy based on customer's value.First of all, on the basis of reviewing domestic and international customer satisfaction theory and practice development, put forward the customer satisfaction concept based on customer's value. After analyzing the characteristic of the customer satisfaction based on customer's value, this paper has studied the customer satisfactory influence factor in terms of customer's value. Mike Potter has gone to discern customer's value by way of value chain. This paper is inspired by it, structures customer's value chain again in terms of customer, and regard this as the effective tool to discern satisfied influence factor which based on the customer's value. Then this paper extracts the key element in the frame of customer satisfaction influence factor based on customer's value, uses the means, such as market survey , counting technology ,etc, to confirm customers satisfy evaluation index and weight, and uses advanced methods , partial least square method , to test and assess customer satisfaction further. Finally, according to the Customer Satisfaction test and assessment based on customer's value, this paper implements the concrete measure that enterprises can promoting final customer...