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Research on the Customer Satisfaction Index of Industry Market

Author: GaoZuo
Tutor: YiMuNong
School: Tianjin University of Finance and Economics
Course: Business management
Keywords: Customer Satisfaction Relationship Marketing Industry Market
CLC: F224
Type: Master's thesis
Year: 2010
Downloads: 97
Quote: 2
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Abstract


With the increasingly competitive market, the enterprise customer becomes a key factor in competition. Customer Satisfaction originated in Western countries, is accompanied by rapid economic development and evolving management and marketing ideas, investigations indicate that customer satisfaction has a direct impact on customers’repeated purchase, profit margin and market share. As market competition intensifies, enterprises come to sense the importance of customer satisfaction, and therefore they set up customer satisfaction measurement system for measurement and management. Industry market companies also felt the pressure of competition, it also ways to cultivate customer loyalty, relationship marketing, which is considered very important aspect of the relationship strength of the industry, market and industry influence customer satisfaction Customer Satisfaction whether the same model and the consumer goods market has not been any theoretical conclusions. In the industry market, companies also felt the pressure of competition, it also ways to cultivate customer loyalty. There has not been any theoretical conclusions of the impact of the relationship strength to the customer satisfaction level, which is considered very important aspect of the customer satisfaction in industrial market, and whether the Customer Satisfaction Index model in the industrial market is same as that in goods market.Research on customer satisfaction and industry market on the basis of theory, relations between suppliers and intensity of the industrial market has certain influence on customer satisfaction, according to the American Customer Satisfaction Index (ACSI), by increasing the intensity of relationship variables established Industry Customer Satisfaction Index model, then research in the on-the-job MBA of Tianjin University of Finance and Economics and use structural equation analysis method with Amos7.0 and Spss13.0 software to analysis survey data to verify model hypothesizes and make amendments to the final draw Industrial Customer Satisfaction among the path coefficients of each variable to analyze the factors affecting customer satisfaction and its effect, in conclusion draw conclusions and on this basis for the Industrial Market proposed to increase the customer satisfaction with the proposal.The results show that the strength of relationship with suppliers directly affect customer expectations, perceived quality and customer satisfaction, and indirectly affect the perceived value , customer complaint and customer loyalty, including the impact on the perceived quality factor higher, customer expectations, perceived quality is through the perceived value indirectly affect the customer satisfaction; perceptive value to customer satisfaction has higher directly influence.

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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