Research On Customer Satisfaction Measurement Scale Of Soochow Unicom

More and more researchers have cast their interest in Customer Satisfaction, yet only a few of the researches are about the measurement of Customer Satisfaction, what is more, researches of reliability and validity are absent. During this study the author tends to do some researching about the making of customer satisfaction measure scale. Several possible structure models of measurement scale have been found by explore factor analysis. Seven-factor structure model proves to be the best one by the confirmatory factor analysis, which are, net quality, business propagandizing, sells personal, consulting-appealing, sells places, additional service and service ensuring. The structure validity of the scale is fairly good as well as its quite good reliability. Take their costs into account, customer satisfaction has high positive correlation with their cognition about the service, but the relationship between customer cognition and their satisfaction may be nonlinear, logistic regression can be the best description of it.