Study On Customer Satisfaction Degree To Small Electrical Home Appliance Products Based On Motivation Theory

With the development of social economy, the market of the small electrical household appliance has been expanded continuously. But with the increasing price of global raw materials, labor cost and Chinese Yuan (CNY or RMB) appreciation, the costs of the small electrical household appliance are higher. In order to lower the price of product, a few enterprises neglect the safety of productions, they only pursuit the numbers of production, cut corners, use the bad as the good and reduce the quality of small electrical household appliance. As a result, it leads the customer satisfaction's continuous fall. In order to improve the quality of product, governments have already increased the supervision over the products of enterprise, cracked down those who produce and sell inferior small electrical household appliance products. The contradiction between enterprise and the public become more and more complex and fierce. The enterprises must know the customers'demand, and improve the customer satisfaction, in order to solve the contradiction. In order to increasing the satisfaction of customers, this dissertation analyzes the purchasing behavior of small electrical household appliance products deep, use the content theories of motivation to analyze the needs of different levels when they purchase small electrical household appliance products. At the same time, this dissertation analyzes the impact on purchasing behavior of small electrical household appliance products, pointing out motivators and hygiene factors.This dissertation analyzes the purchasing behavior of small electrical household appliance products by process theories of motivation, it points the form of expectation and snare of customer satisfaction when customer buy small electrical household appliance products. At the same time, this dissertation explains how to create a fair environment for customers. Based on adjustable theories of motivation, this dissertation proposes the customer how to attribute the feeling after shopping. Summary, this dissertation points out the model of evaluating customer satisfaction by game theory and confirms for Company A, obtains the method of increasing the customer satisfaction.