Customer Satisfaction Measurement And Empirical Research

Customers are fundamental to enterprises, so enterprises must focus on customers and serve customers. As a close tie linking, Customer satisfaction test and assessment contact enterprises with customers. Enterprises could understand customers' demand and their rivals' advantages ,then enterprises could hold market demand trends. Depend on customer satisfaction test and assessment result, enterprises can adjust workers' state, service level, product design and shape which customers dissatisfied to improve their competition. Customers could reflect their thinking by customer satisfaction test and assessment, which help enterprises to understand their demand. Customers then can enjoy better products and services. In view of department and industry, customer satisfaction test and assessment get hold of the essence of quality value and could compare different products and services. From nationality face, customer satisfaction index is an effect index to weight economy and control economy run. So a study on customer satisfaction test and assessment has important practical meanings.After reading a great deal of literature on customer satisfaction test and assessment, the paper briefly summarize appearance and development of customer satisfaction. Then this paper analyze study actuality in domestic and oversee, point out advantages and problem of each model and sum up their characteristics in common, which offer reference to study in domestic.Secondly, the paper introduces the method of forming index system, computing the index weight and customer satisfaction index. Virtually, customer satisfaction test and assessment is a question of judge of many index. The principal and method of forming index system are firstly introduced. We should choose different method to compute index based on different characteristics of each level index. If a level has lot of indexes, we should choose Delphi method or factor method to compute weight. Contrarily, we choose the combines method of subjective and external.Thirdly, the paper minutely introduces how to put customer satisfaction test and...