Industry Customer Satisfaction Measurement Theory Study

The concept of "National Index for Customer Satisfaction" was being producing in the background of some important situation was being deeply changed, such as survival circumstances and operating stratagems of enterprises, framework of marketing needs and demands. But actual research on this concept was beginning from middle of 1970' s when consumption psychologists, customer' s behavior and marketing researchers was studying in how to measure the degree of customer' s satisfaction in some developed countries.Seeing from the researching fruit of actual foreign practice, to valuate the National Index for Customer Satisfaction has great material significance in improving qualities of operating national (or regional) economy, bettering the qualities of products, purifying the circumstance of market, increasing the people' s living level.Industrial Index for Customer Satisfaction would be deeply discussed in this paper. So the author will focus in micro level, namely, lay emphasis on six enterprise levels to study the theory and way of customer' s satisfaction: the concept of Customer Satisfaction and Index, theorems model of Industrial Index for Customer Satisfaction Evaluating, Metrical Model of Industrial Customers Satisfaction Index Evaluating, Evaluating Index System of Industrial Customers Satisfaction,questionnaire designing and investigation ways of Customers Satisfaction Index Evaluating, evaluating results belief and efficiency of Customer Satisfaction Index.Through the analysis in this paper, the author expects that we can Droperly construct exact industrial index model and reach the following proposes: one provision is the appropriate academic and operational advice for constructing National Industrial Customer Satisfaction Index Evaluating System; the other is useful and powerful way for our enterprises to take this customer satisfaction theory into practice.