Determinants of satisfaction.docVIP

 PAGE \* MERGEFORMAT 9 Determinants of satisfaction Customer satisfaction, including external customer satisfaction and internal customer satisfaction. There are four pairs of factors are outside the role of customer satisfaction generated by relatively large: the leadership and staff of the user’s understanding of the user’s awareness; business judgments and user expectations; enduring mechanism and scenario participation; enterprise’s own expectations and the differences between competitors. These relationships can be said that the contradictions prevailing among our business, or you can say that this is in the middle of our business continue to go to resolve the dialectical relationship. We distinguish between external customer satisfaction and what you can from the two latitude to understand: one is the product contribute to latitude, the other is the market performance of latitude. The former is said that in an enterprise user’s overall satisfaction among the different product-specific the contribution played by the size and the positive and negative effects is not the same; the latter help us to distinguish from the marketing, product performance, and service links factors that contribute to satisfaction. MOT in the formation of user satisfaction when the general is a natural integrated together. But we are carrying out satisfaction studies when the need for more detailed factor analysis. Our external customer satisfaction in the calculation of the time, you can use three levels of indicators designed to achieve. The first level is the overall satisfaction indicators; second level is the user evaluation of our various products related to two indicators, such as a product purchase satisfaction indicators, product satisfaction indicators; The third level is in each refinement of indicators under the two indicators, such as product purchases have a number of the following three indicators, including the purchase of premises itself, the layout, place their