Customer satisfaction measurement and promotion based on two-factor theory

被引：0
|
作者：
Yan Z. [1 ]
Li Q. [1 ]
Liu L. [2 ]
机构：
[1] School of Management, Harbin Commerce University, Harbin
[2] College of Computer Science and Technology, Taizhou University, Taizhou
来源：
Jisuanji Jicheng Zhizao Xitong/Computer Integrated Manufacturing Systems, CIMS | 2021年 / 27卷 / 11期
关键词：
Customer perception; Customers satisfaction; Product attributes; Two-factor theory;
D O I：
10.13196/j.cims.2021.11.028
中图分类号：
学科分类号：
摘要：
To explore the influence of customer sentiment on companies' satisfaction measurement, the superposition rule was designed to measure customer satisfaction of perceived product attributes based on two-factor theory, and the customer satisfaction measurement model was established. The results showed that customer satisfaction increased monotonically along with resources investment in perceived attributes, and increased first and decreased later as the number of perceived attributes increasing. Customer satisfaction was more likely to increase with increasing investment when the number of perceived attributes decreased. High levels of customer satisfaction needed to be sustained with sufficient resources when the number of perceived attributes increased. Compared with the incentive level, the negative relationship among hygiene level and customer satisfaction was more sensitive. © 2021, Editorial Department of CIMS. All right reserved.
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页码：3365 / 3372
页数：7
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