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Research Status of Customer Satisfaction
Since 1990s, foreign experts and scholars have done a lot of research on customer satisfaction and achieved considerable results. Their research can be summarized as follows: Cardoso (1965) published a paper on customer satisfaction, put forward the concept of customer satisfaction, and introduced customer satisfaction into marketing for the first time.

Howard and Sheth( 1969) define customer satisfaction as a state of psychological feeling in which customers compare the rationality of their own benefits with their own costs.

Oliver and Linda (198 1) believe that customer satisfaction is an emotional state, that is, the psychological state when consumers' consumption experience is consistent with their initial expectations.

Tse and Wilton(l988) define customer satisfaction as "the evaluation of the difference between the expected quality of products and the perceived quality after consumption".

Oliver (1997) defines customer satisfaction as a perceived state in which customers meet their needs in the consumption experience.

Athanassopoulos(2000) divides customers into individual customers and business customers, and analyzes and studies the satisfaction of the two types of customers. By testing the two customer models, it shows the difference of consumers' sensitivity to different factors.

Berry(2000) studied 14 high-performance service enterprises, showing that corporate image is the driving factor for the success of service enterprises, and on this basis, put forward a service brand equity model.

Kotler (200 1) thinks that customer satisfaction is the difference function between customer expectation and perceived effect, and it is a psychological cognitive state produced by the comparison between them.

Youngahl et al. (2003) divided culture into five dimensions: class composition, uncertainty avoidance, individualism, gender orientation and time concept. The analysis from these five dimensions shows that culture has no significant influence on the driving factors of customer satisfaction.

Domestic research on customer satisfaction started late. Since 1998, China experts have introduced the theory of customer satisfaction measurement. In practice, the construction of index system model and service quality evaluation have been carried out, which can be summarized as follows: He Yan (2000) mainly studied how to evaluate customer satisfaction on the basis of foreign customer satisfaction theory, and constructed a practical customer satisfaction evaluation system, which has strong practicability.

Liu Yu (200 1) mainly studies the evaluation method of customer satisfaction based on Fornel's customer satisfaction model. Based on the theory of customer satisfaction, this paper introduces a new evaluation method of customer satisfaction by using the closeness of fuzzy sets, puts forward an evaluation system of customer satisfaction in general industries, and puts forward some suggestions on its comprehensive application.

Son sen, and Li Tao (2002) systematically analyzed the current situation of customer satisfaction measurement at home and abroad. Through the comparative analysis of customer satisfaction evaluation at home and abroad, aiming at a series of problems existing in customer satisfaction evaluation, the customer satisfaction evaluation has been greatly improved, which greatly improves the accuracy of the customer satisfaction evaluation system. On the basis of customer loyalty, Zhou Meihua (2004) analyzed the influencing factors of customer loyalty, established an evaluation model of customer loyalty, summarized and analyzed the advantages and disadvantages of various previous analysis methods, constructed an index system of customer loyalty, and conducted a large number of empirical studies on the practicability of customer loyalty evaluation.

Liu Xiangyang (2005) analyzed the quality investment and marketing decision from the perspective of customer satisfaction and customer profitability, studied the relationship between customer satisfaction and enterprise profitability by using "tolerance zone", "two-factor theory" and "customer profitability", and pointed out five possible pitfalls in the customer satisfaction profit chain. The research shows that there is an unbalanced nonlinear correlation between them.

Wang (2006) analyzed the relationship between customer satisfaction and customer delivered value in port logistics industry on the basis of customer delivered value model, and on this basis, established an index tree model for evaluating customer satisfaction in port logistics system.