The Research On Customer Satisfaction Index Of Anshan Mobile Corporation

Along with market further mature, the new business concept in developed countries of taking the customer as the guidance, making every effort to meet the customer needs and the expectations, and pursuing customer satisfaction and customer loyalty, has become more sophisticated day by day. While the enterprise, even the profession obtains the higher customer satisfaction and loyalty, it could make the competitive advantage.This paper has carried on the summary analysis of the customer satisfaction’s Psychology, and Economic fundamental research. In the original research results’foundation, the paper takes the Anshan Mobile data services as the example. Under the research goal and the object of study foundation, the paper has analyzed the Anshan Mobile. In the analysis of structural variables, this paper has determined7structure variables, and has supposed13kinds of reciprocities, thus has constructed the customer satisfaction index revision model.In view of the Customer Satisfaction Index Revision Model, this paper carries on the statistical analysis by using statistical analysis tool SPSS13.0to the cruising data, and then carries on the Reliability and the validity analysis. After the descriptive analysis to the observation variable in the foundation, the paper, with the help of Structural Equation Modeling and AMOS7.0software, verifies model, as well as the influence relations of the model structure variable.The findings indicated:the information environment has the influence to the customer anticipation, the perceived value and the customer satisfaction, but the influence to the brand image and the customer complaint is small. The customer satisfaction has the forward influence relations with the information environment, the brand image and the perceived value, but with negative influence relations with the customer anticipation. The customer complaint has negative correlation with the customer loyal, which’s that the higher customer loyalty may reduce the customer complaint. The paper obtains the most superior model after the customer satisfaction index revision model debugging, and then determines the customer satisfaction index revision model.The main discovery of this paper mainly has the following two points:the Empirical Study has proved the influence of the information environment to the customer satisfaction, and also has determined the relations between information environment and Customer Satisfaction Index Model structure variable. It’s the first time to use Customer Satisfaction Index Model for the Anshan Mobile profession...