Research on Housing Customer Satisfaction in Shanghai

摘要

Customer Satisfaction Index (CSI) is a new quality management theory which has been developing quickly and prevalent in the world recently.This paper establishes housing customer satisfaction index Model and material indexes by analyzing the characteristics of housing industry and using the American Customer Satisfaction Index (ACSI) model for reference.A Sample research is put in practice face to the housing customers in Shanghai City with the model.The overall satisfaction index is measured.The factors that influence customer satisfaction and customer loyalty are discovered.