Research On Lottery Satisfaction Based On KANO Model

With the development of market economy,service industry is constantly increasing in the proportion of the national economy.The research of customer satisfaction has been more and more valued by modern enterprises.It's the focus of the work to improve the satisfaction of products or services to customers.As a franchise business,Lottery industry belongs to the service industry as well as its special properties.After several decades of rapid development,China's lottery industry is facing an important period from extensive to fine management transformationThis paper took Qingdao welfare lottery as the research object.On the basis of studying the theory of customer satisfaction,we analyzed the influencing factors of welfare lottery satisfaction.In this thesis,we used empirical method to investigate the Qingdao lottery industry current system and practice of the lottery betting station,The Kano model was used to classify the results and analyze the satisfaction index.We determined the impact of various factors on customer satisfaction,and finally made an analysis of the results,and put forward the improvement program.This paper provided an example for the analysis of customer satisfaction in lottery industry,and provides a reference for similar research.