Theoretical Development and Applied Research on Service Marketing based on Japanese Customer Satisfaction Index

在本研究项目中，我们以美国顾客满意度指数（ACSI）的理论模型为基础，完成了日本顾客满意度指数（JCSI）的开发。在该项目的下一阶段，JCSI模型被应用于全国范围内的综合消费者调查，该调查涵盖了服务行业30个部门的约300家公司。自2010年以来，每年的JCSI消费者调查一直在商业基础上进行。利用调查产生的累积数据，项目成员促进了理论和应用研究。本研究项目的主要研究成果有：顾客满意指数和顾客失望指数的制定、统计估计方法领域的设备、转换障碍对顾客留存率的影响分析以及主要CS公司的案例研究。

In this research project, we completed the development of Japanese Customer Satisfaction Index(JCSI), based on the theoretical model of the American Customer Satisfaction Index(ACSI). In the next stage of the project, the JCSI model was applied to the nationwide, comprehensive consumer survey that covers approximately 300 companies from 30 sectors in the service industry. The annual JCSI consumer survey has been conducted on a commercial basis since 2010.Using cumulative data generated by the survey, project members promoted both theoretical and applied studies. The main study results of this research project are as follows : development of customer delight index and customer disappointment index, devices in the field of statistical estimation method, analysis of the effect of switching barriers on customer retention and case studies of the leading CS companies.