属性综合测度模型在顾客满意度测评中的应用

本文主要研究顾客满意度的一种测评方法。在建立测评指标体系的基础上,将属性综合测度模型应用于顾客满意度的测评体系中,给出了一种切实可行的评价方法。     

基于因子分析的顾客满意度模型在钢铁企业中的应用

随着经济的发展和市场竞争的加剧,顾客满意对于企业的重要性日益增长。很多企业开始探索如何建立顾客满意度测评体系,并且对顾客满意进行定量的测量和管理。本文主要采用了因子分析的方法,对南京某钢铁企业进行顾客满意度研究,找出该企业经营中的最主要影响因素,再结合基于结构方程模型的顾客满意度指数模型,建立该钢铁企业顾客满意度的路径分析模型。通过实证研究表明,客户服务对于该企业的顾客满意度的影响程度较高。     

基于顾客满意度的消费者网购影响因素研究

随着互联网技术的迅速发展,网络购物已逐渐成为一种新型购物渠道。研究影响消费者网购过程中影响顾客满意度的因素对电商企业和顾客来说至关重要。本文在借鉴以往学者所提出的顾客满意度测评模型的基础上,结合网络购物中的实际情况,构建网络购物顾客满意度测评指标体系。运用SPSS 18.0对收集到的数据进行计算分析,得出网络购物顾客满意度指数为3.553,说明消费者对网络购物基本比较满意,而对网购顾客满意度影响最大的几个因子分别为商品属性、安全便利和物流配送。最后,提出改善网络购物顾客满意度的5点建议。     

中国企业顾客满意度指标体系的构建

顾客满意理论已经成为全球工商企业普遍的经营哲学。其核心就是在对顾客满意度进行评价的基础上,找出让顾客满意、进而忠诚的方向。顾客满意度指数测评的基础就是要形成一个非常有效的、可测度的顾客满意指标和指标体系。本文对中国企业建立顾客满意度评价的指标和指标体系进行了研究,提出了构建体系的基本思路和方法。     

数码相机产品顾客满意度的研究与应用——基于消费者特征角度

随着中国加入WTO,越来越激烈的市场竞争使得企业越来越认识到抢夺市场份额,争取并保持顾客的重要性.本文通过对美国顾客满意度指数模型(ACSI)的研究,从消费者特征角度对影响数码相机顾客满意度的因素进行分析,构建了数码相机产品顾客满意度评价指标体系,探讨了企业如何提高顾客满意度、从而提高顾客忠诚度的策略和方法,为增强我国数码相机生产经营企业的市场竞争力提供了参考.     

顾客满意度指数测评研究进展

本文介绍了国内外专家研究顾客满意度指数测评的论模型和指标体系的基本情况,并指出我国未来顾客满意度指数测评主要在体系构成、测评机制、影响因素、行业指标体系、企业关键影响因素5个方面的研究方向。     

成都市国色天乡乐园顾客满意度研究

本文对TDCSI(旅游地顾客满意度指数)模型进行了修正,建立了主题公园顾客满意度模型,应用该模型对成都市国色天乡乐园进行了顾客满意度的测评,并结合测评结果进行分析,提出了相关的建议和措施。     

"京商"(餐饮业和零售业)顾客满意度指数研究

满意度指数是对消费的产品或服务质量的一种测评.一个公司的顾客满意度代表了它的顾客群对其所提供的产品和服务整体的满意情况,同时也包括了消费者的消费经历和期望.我们的编制思路是,先分别编制这两个行业的满意度指数,然后将两个行业的指数加权汇总,得到"京商"的顾客满意度指数.通过编制"京商"顾客满意度指数,可以从数值上反映顾客对北京商业的满意程度,将不可观测和不可用数值度量的隐变量,转化成顾客满意度指数这一直观的数值变量,不仅可以计算顾客对整个商业的满意度,还可以计算两个行业的须客满意度,将两个行业进行对比,可以得到顾客满意度指数比较高的行业. 量的一种测评.一个公司的顾客满意度代表了它的顾客群对其所提供的产品和服务整体的满意情况,同时也包括了消费者的消费经历和期望.我们的编制思路是,先分别编制这两个行业的满意度指数,然后将两个行业的指数加权汇总,得到"京商"的顾客满意度指数.通过编制"京商"顾客满意度指数,可以从数值上反映顾客对北京商业的满意程度,将不可观测和不可用数值度量的隐变量,转化成顾客满意度指数这一直观的数值变量,不仅可以计算顾客对整个商业的满意度,还可以计算两个行业的须客满意度,将两个行业进行对比,可以得 顾客满意度指数比较高     

第三方物流顾客满意度评价指标体系研究

本文以我国第三方物流顾客满意度评价指标体系研究为主题,介绍了第三方物流顾客满意度的特性和评价指标体系.拳文认为国内不同学者的研究可以分成企业层5个指标体系说、服务层5个指标体系说、过程层3个指标体系说和信息层7个指标体系说等四个不同模型.最后,根据国内外相关研究提出了今后研究的重点:采用定性和定量相结合寻找顾客满意度关键影响因素、建立顾客满意度指数测评管理机制、以广义的顾客范畴与客户关系管理相结合测评顾客满意度.     

基于熵值法的顾客满意度测评

为了克服传统顾客满意度测评中各指标权重确定方法的局限性，所以要借助于信息工程学中的“熵”概念，利用熵的大小度量顾客满意指标在同一行业中不同企业之间的差异程度，较为客观地揭示出各顾客满意指标的重要性，从而确定权重，对顾客满意度做出测评。     

“I can get no e-satisfaction”. What analytics say? Evidence using satisfaction data from e-commerce

This study mines customer satisfaction (CS) segments using almost 270 thousand responses from a CS survey which ran in 140 e-commerce stores of a European country. To achieve this, it develops and applies a business analytics (BA)-informed framework. Then, it presents examples of how one e-commerce store exploited the extracted CS segments to build automated marketing actions for its customers, ranging from social media sharing strategies for the satisfied segments, to discounts for the less satisfied. This study contributes to customer satisfaction and segmentation literature. The extracted insights can be utilized to support decision making, ranging from targeted advertising for specific customer segments, to benchmarking for companies in similar industries.     

Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

A number of recent research studies have demonstrated the presence of a positive link between customer‐contact employees' work satisfaction and customer satisfaction. However, existing studies have largely neglected describing conditions under which the link between these two constructs is stronger or weaker. The authors of this study argue that certain customer characteristics (such as customer trust, customer price consciousness, and the importance of product/service to the customer) and salesperson characteristics (such as empathy, expertise, and reliability) moderate the relationship between salespeople's work satisfaction and customer satisfaction. Balance theory is used to justify the hypotheses of the study. Tests of the hypotheses are based on a dyadic data set collected across manufacturing and services industries in a business‐to‐business context. Results reveal that the link between work satisfaction and customer satisfaction is systematically moderated by the salesperson and customer characteristics under consideration. © 2005 Wiley Periodicals, Inc.     

服务型企业组织导向的整合机制研究——兼论员工与顾客的价值统一性

员工导向与顾客导向是组织导向的重要内容,但已有研究发现二者存在潜在冲突。本研究试图在利益相关者理论框架下,引入员工承诺和顾客满意两类关键变量,探索员工与顾客的价值统一性,以发展员工导向与顾客导向的整合机制。运用来自我国服务型企业的研究数据分析发现,员工导向与顾客导向能够在员工承诺和顾客满意的联结作用下有效整合,并共同推动企业市场效能的提升;同时,实证结论还显示,传统服务型企业和高端服务型企业的组织导向整合机制存在显著差异性。最后,文章对研究结论的理论与实践启示,以及存在的局限性进行讨论。     

顾客遗憾作用下的重购决策模型

顾客遗憾来源于消费者对不同企业产品或不同购买方案可感知价值的横向对比,遗憾感受程度受到交易情景因素如消费者决策现状、购买行为结果的可逆性以及对已购买产品的满意度的调节,同时会反过来影响顾客满意,最终影响顾客以后的购买行为。因此,它与顾客满意一起构成了影响消费者重购倾向的决定因素,企业在注重顾客保留和培养顾客忠诚时必须将二者同时考虑,做到需求导向和竞争导向的并重。     

Modelling and Investigating the relationship of after sales service quality with customer satisfaction,retention and loyalty – A case study of home appliances business

After sales services (ASS) are activities that take place after the purchase of the product by customers and are devoted to supporting customers in the use and disposal of goods. ASS can create sustainable relationships with customers and contribute significantly to customer satisfaction. The purpose of this study is to evaluate the ASS quality by measuring the level of customer satisfaction (CS), customer retention (CR) and customer loyalty (CL) through the SERVQUAL dimensions comprising of ASS attributes and also to check which such ASS-based dimensions of SERVQUAL needs to be focused more on improving the quality of ASS with the consideration of firms involved in manufacturing the home appliances. For this purpose research models were proposed to examine the influence of ASS attributes on CS, CR and CL for three different products such as Gas Stove, Water Purifier and Mixer Grinder from the home appliances sector and tested by multiple regression analyses on data collected through the structured survey questionnaire, with a five-point Likert scale. The study has demonstrated the application of multiple regression analysis in studying the influence of ASS attributes on CS, CR and CL, and the results of the study have helped in analysing the performance of the case companies so as to devise suitable strategies in improving CS, CR and CL.     

A Weighted Multi-Attribute Customer Satisfaction Index for Commercial and Industrial Electric Utility Customers

The ability to determine customer satisfaction is integral to the ultimate success of quality improvement efforts underway in many major corporations today. Developing a measurement system to determine customer satisfaction, therefore, becomes an important tool in the total quality, customer-driven management process. This article reports the development of a customer satisfaction index for a public utility, which, in addition to the measurement of the difference of importance and performance, is sensitive to customer perception of relative importance of key attributes. Changes or fluctuations in relativity of attribute performance are self-weighted by the use of customer importance in this customer satisfaction formula.     

An empirical study into the influence of customer satisfaction on customer revenues

It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time t?=?0 and CR at time t?>?0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data (N?=?1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR.     

Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews

In recent years, there has been proliferation of grocery mobile apps as grocery shopping on mobile has found increasing acceptance among customers accelerated by multiple factors. Maintaining high level of customer satisfaction is important for grocery mobile apps in the highly competitive app market. Online reviews have been a rich source of information to analyze customer satisfaction with a product or service. This paper explores the determinants of customer satisfaction for grocery mobile apps using online reviews. Latent Dirichlet Analysis (LDA), which is a text mining technique, is used to analyze online customer reviews of 27,337 customers to identify determinants of customer satisfaction. The determinants identified were further analyzed using a series of analysis to understand the importance of each determinant. Dominance analysis examined the relative importance of the determinants of customer satisfaction based on the overall rating. Correspondence analysis identified determinants which cause satisfaction separately from the determinants which cause dissatisfaction. The results from this study will provide insights to business managers of grocery mobile apps for decision-making on customer satisfaction management.     

An Investigation of Antecedents for the Development of Customer Support Services in Manufacturing Companies

ABSTRACT

There is widespread agreement in the literature that customer satisfaction is an important driver of organizational performance. However, existing research has tended to focus on only a few variables which mediate the link between customer satisfaction and organizational performance (especially customer loyalty). The goal of this paper is to provide deeper insights into the outcomes of customer satisfaction by studying the link between customer satisfaction and price sensitivity, drawing upon different theoretical perspectives (i.e., transaction cost theory and equity theory). The study is based on a dyadic data set collected from salespeople and their customers across multiple manufacturing and services industries in a business-to-business context. Results indicate the presence of an inverse relationship between customer satisfaction and price sensitivity. Findings also indicate that the link under consideration is particularly strong in the case of high product/service specificity and product/service complexity.     

Value and Satisfaction Evaluations During a Service Relationship

Abstract

The research used a sample of credit union customers to determine (a) the relative importance of core and peripheral service attributes on customer evaluations of service value and customer satisfaction, and (b) how the relative importance of these criteria change over the life of the service relationship. For the overall sample, peripheral service attributes accounted for over three-fourths of the variance for service value and customer satisfaction. Dividing the sample into three sub-samples based on age of the customer's relationship with the credit union, peripheral service attributes drove evaluations of service value and customer satisfaction for the first stage of the relationship (ten years or less) and the middle stage of the relationship (eleven to nineteen years). Once the relationship aged to twenty or more years, core attributes drove evaluations of service value and customer satisfaction. Findings indicate that relationship strategies for the credit union may need to be customized based on the amount of time customers have had a relationship with a service firm.