Research on a Two-Dimensional Model of Customer Satisfaction
Abstract
Background and Aim： Important topics in service management theory research include customer orientation, reducing customer complaints, and pursuing customer satisfaction. The majority of customer satisfaction surveys and analyses overlook the effect of the discrete distribution of each evaluation item on the overall uncertainty of customer satisfaction evaluation, which makes it challenging to provide thorough and accurate information. Currently, customer satisfaction surveys are widely used to quantitatively evaluate service quality. Simultaneously, the quality of service provided by college student apartments will impact social and campus stability, so analyzing satisfaction metrics is crucial. This paper aims to (1) establish a two-dimensional indicator model for customer satisfaction and perceived quality standard deviation, expanding the single dimension into two dimensions, and (2) improve the service of college student apartments to avoid the occurrence of crisis events.
Methodology: The study employs a rigorous quantitative approach, supported by theoretical analysis and validated through iterative testing of the questionnaire. This ensures the conceptual model is robust, and the final survey instrument is both reliable and valid for comprehensive data collection.
Results: This study identifies current issues, presents the concept of standard deviation based on accepted theories of customer satisfaction and service quality, and summarizes research findings in customer satisfaction, service quality, customer complaints, etc. Customer satisfaction (CS) is the first dimension in a two-dimensional model of customer satisfaction, and perceived quality standard deviation (SD) is the second dimension. For a more thorough assessment of customer satisfaction, a "four-interval" chart is suggested. This study developed a two-dimensional model of customer satisfaction for college student apartments using expert interviews and statistical analysis. This study simultaneously screened and processed the actual survey questionnaire data, developed a data processing program, and proposed a mathematical model.
Conclusion: In addition to conducting a correlation analysis between customer satisfaction, quality standard deviation, and the number of student complaints in college student apartments, this study shows how effective a two-dimensional model for customer satisfaction is in these settings.
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