question 1: influencing factors of customer satisfaction (1) enterprise factors (2) product factors (3) marketing and service system (4) communication factors (5) customer care customer satisfaction: the feeling state of pleasure or disappointment formed by customers after comparing the perceived effect (or result) of a product with the expected value. Customer satisfaction concept Philip? According to kotler, customer satisfaction "refers to a person's feeling state of pleasure or disappointment after comparing the perceived effect of a product with his expectation". Henry? Accel also believes that when the actual consumption benefit of goods meets the expectations of consumers, it leads to satisfaction, otherwise, it will lead to customer dissatisfaction. As can be seen from the above definition, satisfaction level is the difference function between perceived effect and expected value. If the effect is lower than expected, customers will be dissatisfied; If the perceived effect matches the expectation, the customer will be satisfied; If the perceived effect exceeds expectations, customers will be highly satisfied, happy or delighted. Generally speaking, customer satisfaction is the direct and comprehensive evaluation of products and services provided by enterprises and employees, and the recognition of enterprises, products, services and employees by customers. Customers evaluate products and services according to their value judgments. Therefore, Philip Kotler believes that "satisfaction is a level of people's feeling state, which comes from the comparison between the performance or output envisaged by a product and people's expectations". From the enterprise's point of view, the goal of customer service is not only to satisfy customers, but to satisfy customers is only the first step of marketing management. William, President of American Maintenance Chemicals Company? Taylor believes: "Our interest is not only to make customers feel satisfied, but also to dig out what customers think can enhance our relationship." In the process of establishing long-term partnership between enterprises and customers, enterprises provide customers with "customer value" that exceeds their expectations, so that customers can be satisfied in every purchase process and post-purchase experience. Every satisfaction will enhance customers' trust in the enterprise, so that the enterprise can obtain long-term profit and development. For enterprises, if they are satisfied with their products and services, customers will also spread their consumption feelings to other customers through word-of-mouth, expand the popularity of products, improve the image of enterprises, and continuously inject new impetus into the long-term development of enterprises. But the real problem is that enterprises often equate customer satisfaction with trust and even "customer loyalty". In fact, customer satisfaction is only the premise of customer trust, and customer trust is the result; Customer satisfaction is a positive evaluation of a product or a service. Even if a customer is satisfied with an enterprise, it is only based on the products and services they accept that he is satisfied. If a product and service is not perfect, he is not satisfied with the enterprise, that is, it is a perceptual evaluation index. Customer trust means customers' trust in the brand products and enterprises that own the brand, and they can rationally face the success and disadvantages of the brand enterprises. According to the survey of Bain Company in the United States, among the customers who claim to be satisfied with the products and enterprises, 65%~85% will turn to other products, and only 31%~41% will buy the same product or the same model of the same product again.

question 2: what is customer satisfaction? what are its influencing factors? English CSR (consumer satisfaction research), also called customer satisfaction index. It is the abbreviation of customer satisfaction survey system in service industry, a relative concept, and the matching degree between customer expectation and customer experience. In other words, it is the index obtained by comparing the perceived effect of a product with its expected value.

The influencing factors are:

1. Reliability: refers to whether an enterprise can consistently fulfill its commitment to customers. When this enterprise really does this, it will have a good reputation and win the trust of customers. 2. Professionalism: refers to the professional knowledge, skills and professional quality of the service personnel of the enterprise. Including: the ability to provide quality service, courtesy and respect to customers, and effective communication skills with customers. 3. Tangibility: refers to tangible service facilities, environment, the appearance of service personnel and the tangible performance of service's help and care for customers. Service itself is an intangible product, but the clean service environment, special seats for children in restaurants, service girls who lead children to sing and dance in McDonald's and so on can make this intangible product tangible. 4. Empathy: It means that service personnel can put themselves in the customer's shoes at any time, and truly sympathize with and understand the customer's situation and needs. 5. Responsiveness: refers to the desire of service personnel to respond to customers' needs in time and provide services quickly. When there is a service problem, responding immediately and solving it quickly can bring positive influence to the service quality. As a customer, what we need is a proactive service attitude.

question 3: what is customer satisfaction? What are the key factors that affect customer satisfaction? 21 points customer satisfaction: refers to the psychological reaction of the customer after the service performance is awakened compared with a certain standard compensation

Influencing factors:

1. The overall impression of the customer on his own consumption result

2. The comparison result of the customer on products and services

3. The customer attributes his own consumption result

Question 4: The classification of customer satisfaction level refers to the customer's satisfaction level after consuming the corresponding product or service. As mentioned above, customer satisfaction is a psychological state and a self-experience. This psychological state should also be defined, otherwise it is impossible to evaluate customer satisfaction. Psychologists believe that emotional experience can be divided into several levels according to the cascade theory, and accordingly customer satisfaction can be divided into seven or five levels. The seven grades are: very dissatisfied, dissatisfied, less satisfied, average, more satisfied, satisfied and very satisfied. The five grades are: very dissatisfied, dissatisfied, average, satisfied and very satisfied. According to the psychological ladder theory, management experts give the following reference indicators for the seven steps: 1. Dissatisfaction means: indignation, anger, complaints and counter-propaganda. Dissatisfaction means that customers feel indignant and unbearable after consuming a certain commodity or service, not only trying to find opportunities to complain, but also taking every opportunity to carry out counter-propaganda to vent their unhappiness. 2. Dissatisfaction refers to the sign: anger and annoyance: Dissatisfaction refers to the state of anger and annoyance generated by customers after purchasing or consuming a certain commodity or service. In this state, customers can barely bear it, hoping to make up for it in a certain way, and when appropriate, they will also carry out anti-publicity to remind their relatives and friends not to buy the same goods or services. 3. Indications of dissatisfaction: Dissatisfaction and regret: Dissatisfaction refers to the state of complaints and regrets generated by customers after purchasing or consuming a certain commodity or service. In this state, although customers are dissatisfied, they think of reality like this. Don't expect too much, so they admit it. 4. General indication: No obvious positive and negative emotions: General state refers to the state in which customers have no obvious emotions in the process of consuming a certain commodity or service. That is to say, it is neither good nor bad, but it is passable. 5. Indications of satisfaction: Good feeling, affirmation and approval: Satisfied state refers to the good feeling, affirmation and approval state formed by customers when they consume a certain commodity or service. In this state, customers are still satisfied, but they are far from meeting higher requirements, which is comforting compared with some worse situations. 6. Indications of satisfaction: satisfaction, praise and pleasure: Satisfaction refers to the satisfaction, praise and pleasure of customers when they consume a certain commodity or service. In this state, customers not only affirm their choices, but also are willing to recommend them to relatives and friends. Their expectations are basically in line with reality, and there is no big regret. 7. Indications of satisfaction: excitement, satisfaction and gratitude: Satisfaction refers to the state of excitement, satisfaction and gratitude formed by customers after consuming a certain commodity or service. In this state, customers' expectations are not only fully met without any regrets, but may also greatly exceed their own expectations. At this time, customers are not only proud of their choices, but also take every opportunity to publicize, introduce and recommend to their relatives and friends, hoping that others will spend them. The customer satisfaction survey has been in China for more than 11 years. From the initial service implementation survey, to the perceived quality survey, to the satisfaction index model survey, it has been continuously combined with various research technologies and concepts to develop satisfaction survey technologies that meet different needs. According to the different concerns of satisfaction survey and problem solving, so far, satisfaction survey technology can be classified into 11 generations. The first three generations are the basis of the whole 11-generation satisfaction survey, which has gone through the development process from service process survey (generation 1) to service effect survey (generation 2) and from service quality survey to satisfaction index survey (generation 3). The last seven generations are based on the first three generations and developed according to different application requirements. Focusing on improving dissatisfied customers, we developed the dissatisfaction survey (4th generation) and the short board improvement survey (5th generation). In order to optimize the resource allocation strategy and determine the resource input boundary, KANO model (6th generation) was developed. In order to analyze the demand for differentiated services, U&; A study (the 7th generation) integrated satisfaction survey; The 8th generation focuses on highly satisfied people, the 9th generation focuses on improving user experience, and the 11th generation emphasizes the establishment of service management system with satisfaction survey as the core. The satisfaction survey technology from the 1 th generation to the 11 th generation is not a substitute relationship, and each generation of technology is suitable for the needs of enterprises and institutions of different types and stages of development. Adopting targeted technical levels step by step can significantly and effectively manage and improve the service level. The specific introduction of each generation's satisfaction technology is as follows: Service Implementation Survey Generation 1, Implementing Service Standards and Standardizing Employees' Behavior-Service Implementation Survey 1965, USA ... > >

question 5: how to investigate customer satisfaction and find the main factors that affect it? After-sale is a very important procedure, which is even related to sales, and it is also an important aspect of investigating customer satisfaction.

question 6: what are the factors that affect customers' service expectations? I'll be brief.

There are several factors that affect customers' expectations:

* 1. Customers' personal needs

It can be perceived by themselves or stimulated by external factors such as market communication, tangible evidence, product price and word-of-mouth publicity. The stronger the customer's personal needs, the greater the expectation of service quality. If customers have certain personal ideas about service provision, their ideal service expectations for service enterprises will be improved. For example, a customer who has been engaged in catering is more difficult than other customers to tolerate minor faults in food and rude service.

* 2. The firm's explicit commitment

The commitment made by the firm to customers through market communication such as advertising, publicity and personnel sales promotion directly affects the formation of customers' expectations. For example, a bank promised in the notice: "2 minutes for current deposit, 3 minutes for regular deposit and 5 minutes for foreign exchange deposit;" Compensate the user 1 yuan every 1 minutes, and deduct the cashier bonus of 11 yuan. " The 2 minutes, 3 minutes and 5 minutes here may become the expectations of some users. The commitment of competitive enterprises also makes customers form expectations for their own enterprises, for example, customers may demand other enterprises of the same kind with the service standards promised by a competitive enterprise.

* 3. The implied commitment of the enterprise

The price and materiality related to products and services are the implied commitments of the enterprise. For example, customers have high expectations for high-priced products or services. Service enterprises can hint to customers about their commitment to a certain service quality through service pricing and service environment. This implied commitment also affects the formation of customer expectations. Luxury cars in front of the hotel, standardized service etiquette of service personnel, white tablecloths and luxurious decoration in the hotel all make customers have high expectations for the service of the hotel.

* 4. Customer's past experience

Customers with different experiences have different expectations. For example, a senior white-collar worker used to stay in a four-star hotel. Suppose he stays in a two-star hotel now, he will look at this hotel from his previous experience and feel that the conditions are poor. If he is an ordinary farmer, he used to live in guest houses or ordinary hotels. Once he stays in the same hotel, he will feel that the hotel is in good condition. Customers' expectations change with their experience level, and the more experienced customers have higher expectations.

* 5. Word-of-mouth communication

For example, a friend recommended a certain famous dish in a restaurant, and the recommendation of a friend formed your expectation for that restaurant. In people's reputation, Haier's after-sales service is very good, and customers who buy Haier products have high expectations for Haier's after-sales service.

* 6. Customer's perception of substitutes

Substitutes mean that customers have more choices in the market. In the past, China Telecom lacked competition, the telephone bill was expensive, and the initial installation cost was several thousand yuan. Customers had low expectations of qualified service and could tolerate low-level service. Now, due to more competition in the telecommunications industry, customers' expectations for telecommunications services will increase. If customers perceive that there are more service substitutes for them to choose from, their tolerance threshold is smaller than when they are not aware of the existence of service substitutes.

Thank you-

Question 7: Hungry, Survey on Influencing Factors of Customer Satisfaction, Brief Introduction to Dog's Branch's Wave Injury

Question 8: Influencing Factors of Customer Satisfaction in Star Hotels and Countermeasures to Improve Customer Satisfaction. The hotel is divided into different departments. Which department do you specifically target? The hotel works in three aspects: 1. Service 2. Environment 3. Quality details: 13458293999

. Question 9: How to improve customer satisfaction In today's increasingly fierce market competition, although there are many factors for businesses to be invincible, customer satisfaction plays an important role in it. How to win customers over competitors has become a problem that businesses have to seriously consider and treat. Professor marketing guru kotler once said that enterprises and marketers should not only satisfy customers, but also "please them". . This kind of "pleasing" means doing everything possible to meet the needs of customers and make them satisfied. Only companies that focus on the market and customer needs can succeed. Therefore, customer satisfaction is now regarded as an important index to evaluate the quality management of enterprises and businesses at home and abroad. Customer satisfaction refers to the feeling state of pleasure or disappointment formed by customers after comparing the perceived effect (or result) of a product with the expected value. It is actually a difference function between perceived effect and expected value. Customers can judge whether products meet their expectations according to their knowledge, feelings and experience, and which products can provide the highest value for themselves, thus forming a price.