The Construction And Empirical Analysis Of Customer Satisfaction Model

In the background of the fierce market competition in the 21st century, the impact of customer oriented philosophy on directive function for business operation has been more and more obvious, and customer satisfaction degree has become an important index for it. For specific company, it is significantly meaningful for business operation to analyze the factors of customer satisfaction, find out the relationship and influence among them, make the suggestions which help improve the customer satisfaction and customer loyalty, and establish good relationship with customers.Currently, the popular normal customer satisfaction assessment models are mostly suitable for macro application in nations, regions and industries. Model of this kind itself can't fully meet the needs of one specific company in the management of its customer satisfaction degree. So, in order to solve this problem, a new kind of models should be constructed on the basis of those popular macro models to reflect the true and effective influence among factors of customer satisfaction degree, by making flexible settings for some structure variables and observed variables, adjusting and modifying these settings through empirical analysis, and obtaining the credible customer satisfaction model of specific company and outcomes of this model.The conclusions in this paper are as below:brand image has positive effect on expectation quality; expectation quality has positive effect on perceived quality and customer satisfaction; perceived quality has positive effect on perceived value and customer reliance; perceived value has positive effect on customer satisfaction and customer reliance; customer satisfaction has positive effect on customer reliance and customer loyalty; customer reliance has positive effect on customer loyalty.The final part of this paper contains the factual meaning analysis related with the research results, and the statement of research insufficient in this paper.