Customer Satisfaction Improvement

In economic environment customer demands constitute markets and form capabilities of obtaining profits. How much profit obtained is conditioned by how much demand satisfied. Aiming to demands satisfaction, it is inevitable that improving customer satisfaction come into being a central mission in enterprises' management. Also that becomes both the resource of benefits and the basis of achieving customer royalties.Especially for Chinese enterprises, marketing has already came into a special period. Many kinds of marketing models and concepts refreshed continuously. Most of enterprises encounter many difficulties. Minority achieved successes in their own ways. Enterprise, brand and lifecycle of product become shorter. Target customers become less. In this competitive market the common know-how is customer satisfaction. It is the basis for survive and development also it is an unfading subject in marketing.In this article the problem of customer satisfaction improvement will be discussed in a new view. By using the model of customer satisfaction which was seemed as satisfaction survey originally. On the basis of reviewing its development history and analyzing current status, each causation variation's theoretic meaning of the model are related with the level of customer satisfaction. And on this condition three subjects of internal customer satisfaction which is the key of improvements both for customer perceiving value and satisfaction will be researched.In addition, internal customer satisfaction is also the kernel of selected measures for customer satisfaction improvement. Kano Model, theoretic meanings of flexibility and implications are included in these selected measures. Improvement of customer apperceive value which is the kernel of improvement of customer satisfaction comprises followings. One is the theoretic analysis for customer apperceiving value. The other is discussion for both internal and external improvement of customer satisfaction. Also sustain of personnel in enterprise is important for customer satisfaction improvement. More attentions are focused on this key point that is internal customer satisfaction in this article.