Research on Satisfaction Survey Strategy Based on C-CSI Model
In recent years,due to the fierce competition in the communication industry market,user satisfaction has become an important evaluation indicator and is closely related to the development of enterprises.Therefore,operators have shifted the focus of competition to improving customer satisfaction.In response to the above issues,the C-CSI model was used to study the effects of four influencing factors,namely brand image,perceived service quality,expected service quality,and perceived service cost,on customer satisfaction and loyalty.From the perspective of user perception,the variable concept was simplified by applying a second-order structural model,and a customer satisfaction evaluation model was constructed.Utilize a second-order structural model to optimize variable constructs,and then examine the impact of various influencing variables on customer satisfaction and the relationship between customer satisfaction and loyalty.The final experimental results indicate that among many factors,the most significant impact on customer satisfaction is the perceived service cost and perceived service quality of customers.Customer satisfaction plays a decisive role in customer loyalty,and the influence of brand image is also important.
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