Customer satisfaction
Customer satisfaction has been acknowledged as a well-liked subject within academic research and marketing practice ever since the first research of Cardozo (1965) on customer attempt, satisfaction and expectations. In spite of a lot of tries to compute and elucidate customer satisfaction, there even now doesn’t seem to be a consent regarding its meaning. According to Barsky (1992), Customer satisfaction is classically described as a post-use evaluative judgment regarding a particular service or product. It is an outcome of an evaluative procedure which compares pre-buying expectations with insights of outcome at the time of and subsequent to the use experience (Oliver, 1997).
The most commonly acknowledged theory of customer satisfaction is the theory of expectancy disconfirmation (Barsky, 1992). This particular theory was formulated by Oliver (1980), who stated that the level of satisfaction is an outcome of the disparity among perceived and expected performance. Moreover, satisfaction takes place at the time when service or product is superior to what is anticipated. In contrary to this, a performance which is poorer than what is expected leads to discontent i.e. negative disconfirmation. A number of researches have highlighted that customer contentment might have straight and indirect affect on the overall results of the business. According to Anderson et. al. (1994), customer satisfaction has a positive impact on the productivity and profitability level of the organization. In addition to this, several studies have examined the association of customer satisfaction with client behavior patterns (Chi and Qu, 2008). As per these studies, customer satisfaction perks up customer faithfulness, has an effect on re-buying plans and results in constructive word-of-mouth. Specified the important role played by customer satisfaction, it’s not astonishing that a number of researches have been dedicated to assessing the determinants of satisfaction (Zeithaml and Bitner, 2003). Moreover, satisfaction could be found out by means of subjective (such as customer wants, emotions etc.) as well as objective facets (such as goods and service traits).
客户满意度
客户满意度已被公认为一个很受欢迎的主题，在学术研究和营销实践的卡多佐（1965年）以来的第一个研究顾客的尝试，满意度和期望。尽管大量的计算和阐明顾客的满意度，即使现在不似乎是同意的，关于它的意义。据巴斯基（1992年），客户的满意是经典描述为使用后的评价判断一个特定的产品或服务。这是一个结果的评价程序，比较购买前的期望，结果在时间和随后的使用经验的（Oliver，1997）的见解。
客户的满意是最普遍承认的理论，理论预期不一致（巴斯基，1992年）。这种特殊的理论，制定了由Oliver（1980），表示的满意程度的感知和期望之间的差距表现的结果。此外，满意的产品或服务时优于预计发生在。比预期差的性能，这是在与此相反，即负失不满。许多研究强调，顾客的满足可能有直，间接影响对整体业绩的业务。根据Anderson等。人。 （1994年），客户满意度有该组织的生产力和盈利水平产生积极的影响。此外，一些研究已经检测了客户满意度与客户的行为模式（智和曲，2008年）。根据这些研究，建立客户忠诚的客户满意度津贴，有建设性的字的口碑重新购买计划和结果的影响。指定客户满意度所发挥的重要作用，它并不令人吃惊的是，一些研究一直致力于评估满意度的决定因素“（Zeithaml和比特纳，2003年）。此外，满意度可以发现，通过主观（如客户希望，情绪等），以及目标的小刻面（如货物和服务性状）。
