Function Sofa Customer Satisfaction Theory And Empirical Research

In recent years, functional sofa in our market has been rapid development, many software companies have increased functional sofa category, intent split the pie. Today, customers have become an important resource competition among enterprises, more and more enterprises will focus on maintaining, retaining and attracting customers on, because only able to grab the customer resources to enhance the core competitiveness of enterprises, in order to keep the product high market share. However, companies need to maintain high customer loyalty, we need to focus on customer satisfaction management, in this context, how to build the system, sophisticated functionality and operability sofa customer satisfaction model and the corresponding evaluation index the system has become an urgent need to study the issue.This paper analyzes the importance of functional sofa customer satisfaction research, organize and summarize the relevant researches customer satisfaction. Secondly, the analysis of the functional sofa market situation and the customer’s consumption behavior. Then, based on the model of a classic study of customer satisfaction, build a functional sofa customer satisfaction structure model, evaluation index system and test models. Finally, the design of functional sofa customer satisfaction questionnaire to L brand functional sofa customer survey, the test model was exploratory research, using statistical analysis, structural equation modeling and other methods to examine the reliability of data and indicators reasonable. Thereby obtaining the following valuable conclusions:(1) exploratory test model is reasonable, the final model can be used as functional sofa customer satisfaction evaluation model(2) 8 latent variables and 31 observed variables selected height fitting model, reliability and co were more than 0.7 degrees can be used as indicators are based on customer satisfaction measurement function sofa.(2) exploratory study found that functional sofa customer base is mainly 34-45 years old, with an average monthly income of 3000-5000 corporate general staff, and mostly women; consumer preference is to manually cortical function sofa.(3) Customer satisfaction is generally between the image of the higher; the extent that products meet customer expectations for higher; the customer’s perceived value of the product is high, where the highest quality of service perceived satisfaction, functional use of quality perception lowest satisfaction; overall customer satisfaction among the general to higher customer loyalty is not too large or brand loyalty has not yet formed.