Customer satisfaction Free edit Add a meaning name

Customers are satisfied with the 2020 edition of Jingshi

The customer's sense of the extent to which their requirements have been met

Note 1: Customer complaints are one of the most common expressions of low satisfaction, but talking about delays after not complaining and fighting over the top does not necessarily indicate that customers are satisfied.

Note 2: Even if the specified customer requirements meet the customer's wishes and are satisfied, it does not necessarily ensure that the customer is satisfied.

According to Philip Kotler, customer satisfaction "refers to the state of pleasure or disappointment that a person develops by comparing the perceived effects of a product with his expectations." Henry Assell also believes that when the actual consumption effect of the product meets the expectations of the first consumer, it leads to satisfaction, otherwise, it will lead to customer dissatisfaction.

As can be seen from the above definition, the satisfaction level is a function of the difference between the perceived effect or the effect of the measured component shaft to be analyzed and the expected value. If results fall short of expectations, customers will be dissatisfied; If the effect matches the expectation, the customer is satisfied; If the effect exceeds expectations, customers will be highly satisfied, happy or happy, and thus achieve increased satisfaction.

CustomersatisfactionGenerally speaking, customers are satisfiedIt is the customer who speaks to the company and its employeesDirect synthesis of products and services providedTogether, it's the customer versusThe recognition of the company, products, services and employees can also be considered within the companyThe evaluation of the previous process is approved by the next process". Customers "based on their value judgmentCollect some lansset clothesEvaluate products and services, therefore, PhilipKotler believes"Satisfaction is a state of feelingLevel, which is derived from the expected performance or performance of a productThe comparison of output with people's expectations". From the perspective of enterprises, the goal of customer service is not only to make customersIt's so deep in each otherSatisfaction makes the customer feel fullKeep the word and lose the painMeaning is only the first step in marketing management. AmericanizationThe president of Xuepin company, WilliamM Taylor thinks :" INever mind thatTheir interest goes beyond just letting GuCustomers get satisfaction, we have to dig thatSome are thought to increase by customersInto our relationship areSomething of value ". Build in business with customersJi Tri WuniIn the process of building a long-term partnership, the company provides customers with more than they expect."Customer value"So that customers can be satisfied in every purchase process and post-purchase experience." Every satisfaction will strengthen the customer's trust in the enterpriseRen, thus enabling the enterprise to gain long-termProfit and development.

Attitude towards customersifBe satisfied with the company's products and servicesCustomers will also pass on their feelings of consumptionWord of mouthTo the other customers,Expand product awarenessImprove the image of the enterprise and continuously pay attention to the long-term development of the enterpriseEnter new power. But the real problem is, enterpriseThe industry tends to equate customer satisfaction with trust, even"Customer loyalty". In fact, customer satisfaction is only the premise of customer trust, and customer trust is the result; Customer satisfaction is about a product,A positive review of a servicePrice, even if the customer to a businessCareer satisfaction is only based on their acceptanceThe products and services are satisfactory to him. Such asIf a product or service is not perfect, he is not satisfied with the companyUp, that is, it is a senseSex evaluation index. CustomerTrust is the customer's trust in the brand's products as wellPossess theBrand enterpriseLetter ofAlso to the faceAny sense that they can rationally face the brandBusiness success and disadvantage. AmericaBain & CompanySurveys show even ten percent in claiming satisfaction with products and businessesOf the satisfied customers, 65%, 85%Customers will switch to other products, only 30%40% of customers will buy againSame product or the same model of the same product. In making customers happy, we must follow a principle:The customer is God.

Customer Satisfaction (CS) thought and concept. As early as the 1950s, cold black clothing painting Shunde axis incense forest layer force has been recognized and concerned by the world. Scholars' understanding of customer satisfaction mostly revolves around the "expectation-difference" paradigm. The basic connotation of this paradigm is that customer expectation forms a reference point for comparing and judging products and services. Customer satisfaction is perceived as a subjective feeling. Describes the degree to which a customer's expectations for a particular purchase are met.

Oliver& Linda(1981) argues that customer satisfaction is "a state of mind." Tse&Wilton (1988) believes that customer satisfaction is the evaluation of the difference between the expected quality of the product before the purchase behavior and the perceived quality after consumption. Westbrook&ReiIly(1983) believe that customer satisfaction is an emotional response, which is accompanied by or caused by the psychological impact of product display and the overall shopping environment on consumers in the purchasing process. Philip Kotler defines customer satisfaction as the feeling of pleasure or disappointment that a person experiences by comparing the perceived effect of a product (or result) to his or her expectations. Henry Assell believes that when the actual consumption effect of goods meets the expectations of consumers. That leads to customer satisfaction. Otherwise it will lead to customer dissatisfaction.

According to the existing research, customer satisfaction has four-sided characteristics

(1) Subjectivity of customer satisfaction.

(2) The hierarchical value of customer satisfaction is broken, but it is reduced.

(3) Relativity of customer satisfaction.

(4) Stages of customer satisfaction.

Customer satisfaction and customer trust are two levels of harm to the main music city Sun sense room flower problem. If customer satisfaction is a kind of value judgment, customer trust is the behavior of customer satisfaction.

Therefore, we say that customer satisfaction is only the first step of customer trust, and constantly strengthening customer satisfaction is the basis of customer trust. At the same time, it needs to be clear that customer satisfaction does not necessarily develop customer trust, in the process from customer satisfaction to customer trust, enterprises have to do a lot of things.

Regarding the relationship between satisfaction level and customer behavior, there are two different views. One view holds that customer behavior at satisfaction level is mediated by attitude. Not directly controlled by the level of satisfaction. For example, OIiver's (1980) study found that a high level of satisfaction can increase customers' preference for brands. Thus indirectly increasing the repeated purchase intention of the brand. Bearden& Teel(1983) also found that in the study of automobile service. The influence of customer satisfaction level on purchase intention is mediated by attitude. The other view is the opposite. It is believed that customer behavior at satisfaction level is independent. That is, satisfaction level has a direct effect on customer behavior. For example, the research of LaBarbera&Mazursky(1983) found that customer satisfaction level has a strong influence on customer repurchase. Research by 0I-vet& Swan also shows that high satisfaction levels have a strong impact on the intention to repurchase a car. Later scholars' research on customer loyalty has to some extent diluted the five concerns between the above two views, because customer loyalty contains both attitude and behavior components.

Some researchers also believe that customer satisfaction is not enough, and it is necessary to create "customer surprise" after the salt is stable (OIiver, Rust&Varki 1997). The loyalty rate of "moderately satisfied" customers is 23%. The loyalty rate of "moderately satisfied customers" is 31%, when the customer is "completely satisfied." The loyalty rate is 75%. A Xerox survey of office supplies users showed that "completely satisfied" customers were six times more likely to make a second purchase 18 months after purchase than "moderately satisfied" customers (Jones and Sasser 1995). Koichi ro(2005) focused on the relationship between patient satisfaction and patient loyalty. He concluded that although patient satisfaction is the subjective feeling of patients on the quality of medical service, it is the driving factor for patients to choose and recommend medical service providers to others.

In most cases, customer satisfaction and customer loyalty are not simple linear relationships. This shows that there are some moderating variables between the two variables of customer satisfaction and customer loyalty. These take the mode of the full state called the more expensive generation of adjustment variables and their strength of action will vary from industry to industry. The following moderating variables have been identified and empirically studied.

1. Social norms and situational factors.

Ajzen&Fishbein(1972) consider subjective norms of behavior. Will be influenced by social norms. For example, when a teenage consumer shows a high attitude toward a fashionable garment, he may feel that his parents are disgusted by his wearing such clothing and cancel the purchase. Macintosh& Lockshin(1997), an Australian scholar, proved the influence of social norms and situational factors such as store type and geographical location on customer loyalty in their research on retail industry

2. Product experience.

The customer's prior experience and knowledge will largely influence the customer's attitude and behavior (see Montoya-Weiss Voss& GrewaI.2003). The customer's previous experience invisibly constitutes the threshold of future satisfaction with this service. In the formation of customer loyalty, product experience, as a situational factor, usually plays a regulating role in the process of in-car transport (Yan Haoren, 2005).

3. Alternative options.

If the customers perceive that the competitors of the existing enterprises can provide cheap, convenient and complete service items or profit returns that are better than the higher management, they may decide to terminate the existing relationship and accept the services or products of the competitors. If customers do not find attractive competitors. Then they will maintain the existing relationship. Even if the relationship is perceived as less satisfying by the customer (Bendapudi& Berry 1997:Dube& Maute.1998). Yan, Ho-Jen.2005).

4. Switching costs.

Switching costs are the one-time costs that customers face when they switch from an existing vendor to another vendor. Because of the conversion costs, the customer loses the previous investment by ending the current relationship and is forced to maintain the current relationship with the supplier. Even if the customer isn't happy with the relationship. Therefore, customer loyalty is higher when customer switching cost is higher. Research by Jones&Motherbaugh shows that when switching costs are very low, most people like to try variety. Even though some customers are highly satisfied, the repurchase rate is not high

Customer satisfaction includes three levels: product satisfaction, service satisfaction and social satisfaction.

"Product satisfaction" refers to the satisfaction of the enterprise's products to customers, including the internal quality of the product, price, design, packaging, timeliness and other aspects of satisfaction. Product quality satisfaction is the basic factor of customer satisfaction.

"Service satisfaction" refers to the service measures taken to satisfy customers before, during, after and at different stages of the product life cycle. This is mainly in every link of the service process can be put in the shoes of customers, so as to benefit customers and facilitate customers.

"Social satisfaction" refers to the maintenance of social interests experienced by customers in the consumption process of enterprise products and services. It mainly refers to the overall social satisfaction of customers, which requires the business activities of enterprises to be conducive to social civilization and progress.

The emergence of Customer Satisfaction theory (Customer Satisfaction.CS) is the inevitable change of enterprise management concept, from the "output value center theory" to the "sales center theory", to the "profit center theory", to the "market center theory", to the "customer center theory", and then into the "customer satisfaction center theory" stage. Customer satisfaction work is active, forward-looking, and after-sales service work is relatively passive, with lag, in addition, the two in the work concept, process, realm are very different.

The idea and concept of customer satisfaction. As early as the 1950s, it was recognized and concerned by the world. Scholars' understanding of customer satisfaction mostly revolves around the "expectation-difference" paradigm. The basic connotation of this paradigm is that customer expectation forms a reference point for comparing and judging products and services. Customer satisfaction is perceived as a subjective feeling. Describes the degree to which a customer's expectations for a particular purchase are met.

Otiver& Linda(1981) believe that customer satisfaction is "a state of mind." Tse&Witon (1988) believes that customer satisfaction is the evaluation of the difference between the expected quality of the product formed before the purchase and the perceived quality after consumption. Westbrook&ReiIly(1983) believe that customer satisfaction is an emotional response. This emotional reaction is accompanied by or during the purchase of the product. And the psychological impact of the overall shopping environment on consumers. "Philop Kotler defines customer satisfaction as the feeling of pleasure or disappointment that a person develops by comparing the perceived effects (or knot) of a product with his or her expectations." According to Henry Athell. When the actual consumption effect of the commodity reaches the consumer's period. That leads to customer satisfaction. Otherwise it will lead to customer dissatisfaction.