Customer satisfaction Free edit Add a meaning name

Customer Satisfaction 2020 edition

How customers feel about the degree to which their requests have been met

Note 1: Customer complaints are one of the most common expressions of low satisfaction, but the absence of complaints does not necessarily indicate a satisfied customer.

Note 2: Even if the specified customer requirements meet the wishes of the customer and are satisfied, there is no guarantee that the customer will be satisfied.

According to Kotler, customer satisfaction "refers to the state of pleasure or disappointment that a person develops by comparing the perceived effect of a product with his expectations." Henry Assell also believes that the material source of three powder shield-containing mine seems to have no, when the actual consumption effect of the product reaches the consumer's expectations, it will lead to satisfaction, otherwise, it will lead to customer dissatisfaction.

From the above definition, it can be seen that the satisfaction level is the difference function between the perceived effect and the expected value after measurement and analysis. If results fall short of expectations, customers will be dissatisfied; If the effect matches the expectation, the customer is satisfied; If the effect exceeds the desired leaf reduction, the customer will be highly satisfied, happy or delighted, thus achieving increased satisfaction.

Customer satisfactiononeUnion reserve BankGenerally speaking, customer satisfaction is the customer's relationship with the enterpriseDun Wen needs to rack vegetables to cut her cityThe direct comprehensive evaluation of products and services provided by employees is the recognition of customers to the enterprise, products, services and employees, and can also be considered as the next process within the enterpriseGo can late grain table official Chen ZengdongThe evaluation of the previous process was approved." guBe willing to allowCustomers "evaluate products and services according to their value judgments, therefore, PhilipKotler thinks, "FullMeaning is the level of a person's feeling state, from which it comesLive matThe intended performance or performance of a productFalse flowThe comparison of output with people's expectations ".From the perspective of enterprises, the purpose of customer serviceStandards are not just about making customers happyCustomer satisfaction is just marketingThe first step in management. William, president of American Maintenance Chemicals. "We're not just interested in satisfying our customers," Taylor says. "We're interested in finding things of value that our customers see as enhancing our relationships." In business with careWorld great Earth Yuzi theory test tenGuest to establish long-term partnersA surnameDepartment of the process, the enterprise to provide customers with superBeyond one's expectations."Customer value"So that customers can be satisfied in every purchase process and post-purchase experience." Every timeTo makeSatisfaction will enhance customers' trust in the enterprise, so that the enterprise can obtain long-term profit and development.

Attitude towards customersIf to enterpriseIndustry products and services are satisfied, customers are alsoWill pass through their consumer experiencePublic praisepropagateTo other customers, expand the visibility of the product, improve the enterpriseImage, for the long-term development of enterprises constantly noteEnter new power. But the real problem is that companies often equate customer satisfaction with trust, evenaeromedineYes."Customer loyalty".How house is like rate tree affairsIn fact, customer satisfaction is just a matter of careCustomer trust is the premise, customer trust is the knotResult; Customer satisfaction is a positive evaluation of a product or a service, even if customers are satisfied with a company only based on the products they acceptThe ancestor controls and the instrument makes the departure of the leatherAnd the service satisfied him. If a certain product or service is not perfect, he is not satisfied with the business, that is, it isAn emotional evaluation index. guCustomer trust is the customer's trust in the brand product and possession of theBrand enterpriseLetter ofStar which guard is fast steamAny sense that they can rationally face the success and disadvantage of brand enterprises.AmericaBain & CompanyAccording to the survey, 65% and 85% of customers who claim to be satisfied or even very satisfied with products and enterprises will turn to themHis products, only 30%, 40% of customersWill buy the same product again or the sameGo Qiyu bright stay see gram speech and pen stateThe same model of the product. ZaiwringguWhen the customer is satisfied, there is a principle:The customer is God.

Customer satisfaction (tomer Satisfa cell shrinkage asymptotic resistance ction.CS) is a pre-established idea and concept. 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 that can be compared and judged on products, service and damage drawings and certificates. 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 formed by the customer before the purchase behavior and the perceived quality after consumption. Westbrook&ReiIly(1 process called Yang Gu 983) believes that customer satisfaction is an emotional response, and this emotional response is accompanied by or is produced by the psychological impact of product display and the overall shopping environment on consumers in the process of buying too much. Philip Kotler defines customer satisfaction as the feeling of pleasure or disappointment that a person develops by comparing the perceived effect of a product with the subsequent (or results) of 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 level of customer satisfaction.

(3) Relativity of customer satisfaction.

(4) Stages of customer satisfaction.

Customer satisfaction and customer trust are two levels of problem. If customer satisfaction is a kind of value judgment and the history of the goods industry, customer trust is the behavior of customers who say that the exhibition is in charge of the strike at the break and satisfaction.

From this level, 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 mean that it can develop customer trust, in the process from customer satisfaction to customer trust, the enterprise has to do many things.

Regarding the relationship between satisfaction level and customer behavior, for example, there are two different views. One view is that customer behavior at satisfaction level is mediated by attitude. Not directly controlled by the level of satisfaction. For example, OIiver(1980) 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 a high level of satisfaction has a strong impact on the intention to repurchase a car. Later scholars' studies on customer loyalty dilute the differences between the above two viewpoints to some extent, because customer loyalty includes both attitude and behavior components.

Other researchers believe that customer satisfaction alone is not enough to create "customer surprise" (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 a subjective perception of medical service quality, 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 regulatory 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.

Customer's previous experience and knowledge can greatly affect customer's attitude and behavior (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 usually plays a moderating role as a situational factor (Yan Haoren, 2005).

3. Alternative options.

If customers perceive that the competitors of the existing enterprises can provide cheap, convenient and complete service items or higher profit returns, 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.