DocumentCode :
3462052
Title :
Developing a Customer Satisfaction Index Based on the Cognitive Structure of Customers
Author :
Li, Yi ; Ma, Qinhai ; Zhang, Yuexian
Author_Institution :
Sch. of Bus. Adm., Northeastern Univ., Shenyang
fYear :
2008
fDate :
12-14 Oct. 2008
Firstpage :
1
Lastpage :
4
Abstract :
The paper reviews the relative literatures about the cognitive structure of customers and tries to introduce the concept of customer personal value which reflects customers´ final needs into the cause-and-effect line of the customer satisfaction index. Customer personal value can reflect customers´ value view and the deepest level of customers´ needs. The companies can understand customer behavior better, when they conduct the more activities on understanding and recognizing customer personal value. Customer personal value should be an independent antecedent of customer satisfaction, and customer expectation, perceived quality and perceived value are the precondition of customer personal value. The new model of customer satisfaction index will deepen the understanding of the mechanism of forming customer satisfaction, and the theory will guide the service companies to choice suitable indices when they want to appraise the ability of fulfilling customer needs and economic performance in the new consuming environment.
Keywords :
customer satisfaction; cause-and-effect line; cognitive structure; customer expectation; customer personal value; customer satisfaction index; Appraisal; Context modeling; Customer satisfaction; Environmental economics; Industrial economics; Information analysis; Power generation economics; Weapons;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
Type :
conf
DOI :
10.1109/WiCom.2008.2007
Filename :
4680196
Link To Document :
بازگشت