Research On Customer Satisfaction Evaluation System Of 5G Smartphone

After more than ten years of rapid development,the once popular smartphone market began to show weak demand.The mobile phone industry has been suffering from a huge impact and suffered from the industry cold winter.However,with the gradual arrival of 5G commercial,the smartphone industry has a trend of recovery.Whether to seize the new development opportunity brought by 5G smartphones is the key to determine whether the smartphone market is warming up.As the goal and marketing means of enterprises,customer satisfaction is extremely important for enhancing the market competitiveness of mobile phone manufacturers and guiding the company's development direction.However,since 5G smartphones have been available for a short time,there are still few studies on customer satisfaction in academia.Therefore,this paper uses Huawei Mate 30 5G smartphone as an example to conduct a research on the customer satisfaction evaluation system for 5G smartphones.Firstly,through the data mining of 5G smartphone online reviews,this paper explores the key influencing factors of 5G smartphone customer satisfaction,and constructs the 5G smartphone customer satisfaction evaluation model,which makes up for the research gap.Secondly,based on the improved Kano model proposed in this paper,according to the relationship between different types of quality characteristics and customer satisfaction,the factors influencing customer satisfaction of 5G smar phones are classified.Thirdly,take the Huawei mate 30 5G smartphone as an example to conduct empirical research.The results of structural equation model show that:perceived product quality,perceived service quality and perceived value have a positive impact on customer satisfaction;perceived product quality and perceived value have a significant positive correlation;perceived service quality and perceived value have a significant positive correlation;customer satisfaction has a positive impact on customer loyalty;brand image has no significant positive impact on customer satisfaction,but has a positive impact on customer satisfaction loyalty.Finally,using the gray relational analysis method,based on the index of perceived importance to calculate the index weight and overall satisfaction,and through the integration of satisfaction analysis results and Kano model analysis results,put forward the management enlightenment.The main contributions of this paper are as follows:(1)Based on the traditional customer satisfaction survey,the concept of customer perceived importance is added,and the index weight is calculated based on the perceived importance of the index,so as to solve the problem that the evaluation results are inconsistent with the facts in the current customer satisfaction research.(2)The grey relational analysis method is introduced into the single agent customer satisfaction evaluation,which expands the application of this theory and establishes a smartphone customer satisfaction evaluation system that conforms to the real situation of customers.(3)The better-worse coefficient is introduced into the same quality factor subdivision,and the traditional Kano model classification method is improved to make up for the defects that it can not distinguish the differences between the same quality factors and can not clearly classify the index factors when there are multiple quality factors with the maximum proportion.