Customer Satisfaction
Customer Satisfaction
复制标题
DOI：
10.1044/nnsld9.4.37
复制
发表时间：
2007
期刊：
影响因子：
--
通讯作者：
Muhannad M. A Abdallat;Hesham EL-Emam
中科院分区：
文献类型：
--
作者：
Muhannad M. A Abdallat;Hesham EL-Emam
客户满意度是对服务产品的购买后评价（Oh，2000，Bolton 和 Drew 1991）。客户满意度的传统定义遵循消费者满意/不满意（CS/D）的否定范式，表明CS/D是消费者购买前期望与购买后评价之间相互作用的结果（Cadotte等人，1987）。 Anton (1996) 给出了一种更新的方法。他将客户满意度定义为一种心态，即客户在产品整个使用寿命期间的需求、愿望和期望得到满足或超越，从而导致未来的重复购买和忠诚度。一些研究人员支持这样的观点，即可以从绩效评估的角度来衡量满意度，从而无需纳入否定过程。此外，满意度不仅由认知因素组成，还必须包括情感因素来决定客户满意度。
Customer satisfaction is a post-purchase evaluation of a service offering (Oh, 2000, Bolton and Drew 1991). A traditional definition of customer satisfaction followed the disconfirmation paradigm of consumer satisfaction/dissatisfaction (CS/D), suggesting that CS/D is the result of interaction between the consumer’s pre-purchase expectations and post purchase evaluation (Cadotte et.al., 1987). Anton (1996) gave a more current approach. He defined customer satisfaction as a state of mind in which the customer’s needs, wants, and expectations throughout the product of service life haven been met or exceeded, resulting in future repurchase and loyalty. Some researchers support the idea that satisfaction can be measured from a perspective of performance evaluations, making the inclusion of the disconfirmation process needless. Furthermore, satisfaction is not only consists of cognitive element but have to include emotional element in determining customer satisfaction.