The Study Of The Influence Of Customer Participation On Customer Satisfaction

With the advancement of social economy and science and technology,the demand for education of the people has promoted the vigorous development of the education and training industry.However,due to the large number of institutions in the education and training industry,it is not easy to stand out from the competition in this industry.The service and completion of the education and training industry are inseparable from the interaction with customers.Therefore,education and training institutions must turn their attention to the participation of customers.It also discusses how to make customers actively participate in education services and knowledge transfer,and how to improve customer satisfaction through customer participation,thereby improving the core competitiveness of education and training institutions.From the perspective of customer-company interaction,the predictors of customer participation are divided into four aspects:self-efficacy,emotional commitment,interaction fairness,and risk perception.Engagement and customer satisfaction models.According to the established econometric model,the research hypothesis of the paper is put forward,and the questionnaire is designed and distributed.The subjects of the questionnaire survey selected customers from Guangzhou,Foshan and Dongguan of Z Education and Training Institute,and used SPSS22.0 analysis software for data statistics and analysis.Under the condition of good reliability and validity of the test item scale,the proposed hypothesis was tested,and the following conclusions were drawn:(1)Both emotional commitment and perceived risk have positive effects on customer engagement;in customer engagement,the relationship hypothesis between self-efficacy and interaction fairness does not hold.(2)Customer participation has a positive impact on perceived value;perceived value has a positive impact on customer satisfaction;customer participation has a positive impact on customer satisfaction.(3)Perceived value is an intermediary factor affecting customer satisfaction.On the basis of summarizing the research results,this paper discusses how to improve customer participation and customer satisfaction in the education and training industry from the perspectives of marketing concepts,driving factors,perceived value,and curriculum settings.Finally,the shortcomings of this study are discussed.