What Are the Different Job Satisfaction Models?

According to the expectation theory, the so-called customer satisfaction refers to the level of the customer's feelings. This level is the result of the customer's expected performance of the company's products and services compared with the customer's expectations. If the expected performance is below expectations, then the customer is not satisfied; if the expected performance is commensurate with expectations, then the customer is satisfied; if the expected performance exceeds expectations, then the customer is very satisfied.

Satisfaction model

Right!

According to the expectation theory, the so-called customer satisfaction refers to the level of the customer's feelings. This level is the result of the customer's expected performance of the company's products and services compared with the customer's expectations. If the expected performance is below expectations, the customer is not satisfied; if the expected performance is commensurate with expectations, then the customer is satisfied; if the expected performance exceeds expectations, then the customer is very satisfied.

The Satisfaction Index Model (CSI) is a very effective indicator for measuring and understanding the customer's identification with the company, the degree of satisfaction with the products and services, and the tendency to repurchase.

This indicator measures the product or service from multiple perspectives by measuring customer expectations for the product or service, quality awareness, value perception, and satisfaction, measuring related variables that determine satisfaction and the resulting loyalty. Overall evaluation of quality. The continuous evaluation of the index series is used to analyze the trend of the development and change of complex phenomena over a long period of time. At present, many countries are actively researching and using satisfaction research models. The most representative are the American Customer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI). Practice shows that CSI can not only measure the behavior and willingness of micro-subjects (customers), but also measure the level of operation of companies, industries, industries, and even the national economy, and guide managers to make correct and targeted strategies and decisions.

Chinese name

Satisfaction index model

Foreign name

Customer Satisfaction Index

Short name

CSI

Function

Understand the health of your organization

Customer platform CustomerWorkspace customer profile is the most basic part of the customer satisfaction management process. The customer file is the basis of the investigation, the basis of analysis, or the basis of customer maintenance. The main task at this stage is to integrate the customer resources of the enterprise, and provide solutions and system implementation for the enterprise to manage customer files. The content includes: management mechanism, system implementation, organization method, composition content, etc.

Survey Management Survey Management is the key link in collecting customer information and feelings in the process of customer satisfaction management. Generally speaking, survey management includes the following steps: questionnaire design samples determine survey mode selection and process management results management.

Data understanding The phase of data understanding begins with the collection of raw data. The next activities are to become familiar with the data, identify data quality issues, and explore the first understanding of the data or find interesting subsets to form assumptions about hidden information.

Modeling & Analyzing At this stage, it is mainly to choose various modeling techniques and calibrate their parameters to achieve the optimal value. The key issue at this stage lies in the rational application of the structural equation model of satisfaction and other analytical basis.

This stage of the DecisionSupporting project assists in decision-making. The results include the following: results evaluation results understanding decision-making recommendations decision-making results feedback.

Customer satisfaction has the following basic characteristics:

Subjectivity. Customer satisfaction is based on their experience of using products and services. The objects they feel are objective and the conclusions are subjective. The degree of customer satisfaction is related to the customer's own conditions, such as knowledge and experience, income status, living habits, and values, and also related to media rumors;

Hierarchical. The famous psychologist Maslow pointed out that there are five levels of human needs. People at different levels of needs have different standards for evaluating products and services. Therefore, people from different regions, different strata, or the same person have different conditions for a product Or the evaluation of a service may vary;

Relativity. Customers are often unfamiliar with economic indicators such as product technical indicators and costs. They are accustomed to comparing purchased products with other products of the same type, or compared with previous consumption experience. The satisfaction or dissatisfaction obtained is relative;

Phased. Any product has a life cycle, and services also have timeliness. Customer satisfaction with products and services comes from the past experience of use. It is gradually formed in the services that have been purchased and provided many times in the past. Customer satisfaction measures must consider these basic characteristics.

From the corporate perspective, Dell, Motorola s president of quality, states that customer satisfaction is the result of successfully understanding the preferences of a particular customer or group of customers and working to meet customer needs.

Customer satisfaction is usually measured by measuring customer satisfaction through a series of answers to questions "Yes" and "No" and judgment sentences "Agree" and "Disagree"; customer satisfaction evaluation and employee satisfaction evaluation, It is usually entrusted to an external professional service agency.

Through the evaluation of satisfaction and the establishment of a satisfaction model, you can understand the operating status of the organization. If customer satisfaction is not high, managers should know that a problem has occurred in a certain management link, so as to understand the cause, find solutions, and strengthen management. In addition, through the customer's perception of the company's satisfaction with the products or services provided, loopholes and problems in the company's management can be discovered, which can avoid catastrophic consequences.