NDLI: Developing a Customer Satisfaction Index Based on the Cognitive Structure of Customers

Content Provider	IEEE Xplore Digital Library
Author	Yi Li Qinhai Ma Yuexian Zhang
Copyright Year	2008
Description	Author affiliation: Sch. of Bus. Adm., Northeastern Univ., Shenyang (Yi Li; Qinhai Ma; Yuexian Zhang)
Abstract	The paper reviews the relative literatures about the cognitive structure of customers and tries to introduce the concept of customer personal value which reflects customers' final needs into the cause-and-effect line of the customer satisfaction index. Customer personal value can reflect customers' value view and the deepest level of customers' needs. The companies can understand customer behavior better, when they conduct the more activities on understanding and recognizing customer personal value. Customer personal value should be an independent antecedent of customer satisfaction, and customer expectation, perceived quality and perceived value are the precondition of customer personal value. The new model of customer satisfaction index will deepen the understanding of the mechanism of forming customer satisfaction, and the theory will guide the service companies to choice suitable indices when they want to appraise the ability of fulfilling customer needs and economic performance in the new consuming environment.
Starting Page	1
Ending Page	4
File Size	92143
Page Count	4
File Format	PDF
ISBN	9781424421077
DOI	10.1109/WiCom.2008.2007
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-10-12
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Industrial economics Weapons Customer satisfaction Power generation economics Appraisal Environmental economics Information analysis Context modeling
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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