TY - GEN
T1 - Study on customer satisfaction in benefit/sacrifice hierarchy
AU - Ye, Jian Hua
AU - Zhang, Ming Li
AU - Zan, Jian Yun
PY - 2009
Y1 - 2009
N2 - This thesis first discusses the concepts of customer value and satisfaction and relationship between them, as well as the components of customer value, including benefit and sacrifice, which have different impact on customer satisfaction. Furthermore, we make classification of benefit and sacrifice, summarized into inherent, expected and surprising levels, based on the comparison between customers' expectation and perceive. Relevant benefit/sacrifice hierarchy is also referred. According to the above hierarchy relations, we have come up with the hypothesis that different levels of benefits and sacrifices have different levels of effect on the overall customer satisfaction. With the student credit card as the research object, we categorize 34 benefit/sacrifice items according to the benefit/cost attributes hierarchy structure. Finally, we verify the assumption using deep interview and questionnaire.
AB - This thesis first discusses the concepts of customer value and satisfaction and relationship between them, as well as the components of customer value, including benefit and sacrifice, which have different impact on customer satisfaction. Furthermore, we make classification of benefit and sacrifice, summarized into inherent, expected and surprising levels, based on the comparison between customers' expectation and perceive. Relevant benefit/sacrifice hierarchy is also referred. According to the above hierarchy relations, we have come up with the hypothesis that different levels of benefits and sacrifices have different levels of effect on the overall customer satisfaction. With the student credit card as the research object, we categorize 34 benefit/sacrifice items according to the benefit/cost attributes hierarchy structure. Finally, we verify the assumption using deep interview and questionnaire.
KW - Benefit/sacrifice hierarchy
KW - Customer satisfaction
KW - Customer value
KW - Student credit card
UR - https://www.scopus.com/pages/publications/76549086196
U2 - 10.1109/FSKD.2009.107
DO - 10.1109/FSKD.2009.107
M3 - 会议稿件
AN - SCOPUS:76549086196
SN - 9780769537351
T3 - 6th International Conference on Fuzzy Systems and Knowledge Discovery, FSKD 2009
SP - 379
EP - 385
BT - 6th International Conference on Fuzzy Systems and Knowledge Discovery, FSKD 2009
T2 - 6th International Conference on Fuzzy Systems and Knowledge Discovery, FSKD 2009
Y2 - 14 August 2009 through 16 August 2009
ER -