Study Based On The The Cpv Customer Satisfaction Mechanism And Evaluation System

This thesis studies on Customer Satisfaction mechanism and measurement system based on Customer Perceived Value with emphasis. Having reviewed the CS literature model and reality experience at home and abroad, it defines more relative concepts of CS, such as Customer Value, Customer Loyalty, Customer Expectation, Customer Assets and Quality. It studies the drivers and the characters of CPV, founds the CS mechanism and conceptual model from Customer Perceived Value perspective, and establishes the position of customer satisfaction between several concepts at encounter level and overall level. This thesis not only extracts and adjusts customer satisfaction indicators under the framework of customer perceived value, but also provides an effective customer information feedback and tracking system to know about Customer' requirements. It analyzes the customer satisfaction measurement models or tools systemically in order to provide a useful tool and analysis framework to gain strategic performance improvement, and to enhance customer perceived value ultimately for service enterprise.