Study On Customer Satisfaction Model Of Mass Customization

In this stage more and more people pursue personalized products, because these products can specially meet their requirements. We call these products customized products. And for the enterprises which produce these products, the customers are more specifically. So how to satisfy each customer is very important to the enterprises. In the stage that we consider more about product quality and service quality, customers pay more attention to the product and the service that provided by the enterprise during before-sale, in-sale and after-sale. So the enterprises take this to the strategic category. We find customers' requirement and their satisfaction by customer satisfaction survey. According to the customer satisfaction survey's result we can know what are the customers really want, so the enterprises can adjust their policies and operation mode, and find the balance between customer satisfaction and the operation cost.In this paper I build a structural equation model to measure the customer satisfaction of the mass customization products. Based on this model, this paper makes an application in the large transformer to raise a set of customer satisfaction survey indexes. After the collection of the data, I use principal component analysis to classify these indexes, and make a path analysis to measure the effect between each latent variable through the mentioned structural equation model. With the result of the PLS parameter estimation, I make a modification to the model. Finally, based on the survey result analysis, I provide some improvement strategies for the company.