The Impact of Corporate Image and Customer Expectation on Customer Satisfaction: An Empirical Study in Power Supply Industry

摘要

In this paper, we study the impact of corporate image and customer expectation on customer satisfaction in power supply industry. We took 1150 customers of Jiangsu Electric Power Company (JEPC) as samples and made an empirical analysis with SAS software. It was found that corporate image had remarkably positive affect on customer satisfaction while customer expectation had weakly negative affect on customer satisfaction. Finally, suggestions were put forward on how to improve customer satisfaction.