A Study On The Customer Satisfaction Model With Optimization Function

Incidence driven relation between customer satisfaction and corporate performance is one of focus of academic researchers in the last 10 years. And an amount of research results and enterprise experience show that customer satisfaction will affect enterprise performance. That is a general conclusion for all enterprises guiding their general management and having changed their thinking habits. However, the general conclusion only specified the area which management should focus on. And the more urgent task is to translate this idea into an operational management tool.The current study about above management tool concentrated on the evaluation system and evaluation methods of customer satisfaction. However, boundary conditions are not involved in these evaluation systems and methods and so that it can not specify the most reasonable customer satisfaction parameters, which can easily result in over-marketing or less-marketing therefore it can't provide a scientific basis for decision-making of relationship between the level of customer satisfaction and business performance. To solve these issues, this thesis choose costs as a target of management performance combining customer satisfaction to construct an optimization function evaluation model of customer satisfaction in order to create more highest value to our customers by lower cost by all means.The various branches of subject such as Marketing, Mathematical statistics, Quality management, will be used in the thesis. Qualitative analysis and quantitative analysis are combined properly in the thesis too. Literature, market research, mathematical modeling, statistical analysis, case analysis, graphs etc. are adapted to study for the optimization customer satisfaction decision-making and its application. Based on national and international current study situation and their lack of customer satisfaction evaluation, research will focus on relation between the level of customer satisfaction and the financial costs of enterprises so that it can establish a related evaluation model; Combining causal analysis , linear programming method for the multi-purpose function and quality and reliability engineering theory, it demonstrates the optimization function of the evaluation model and its characteristics. What is more important is that this thesis is based on the long-term research of satisfaction surveys and financial data collection in a selected enterprise. The application of the evaluation model, including the statistical data analysis, establishment of evaluation model and solving model evaluation, demonstrate the cost optimization function of the mode, which provide an instructive practice for enterprise customer satisfaction management.The productions of this thesis included two points: establishment of the model which can not only measure customer satisfaction but also be applied for optimization decision-making and guidance of model application.