The Case Study on CSI of Household Electrical Appliances Based on Customer Delivered Value

摘要

Influence factors of customer's satisfaction index about household electrical appliances were studied from the point view of customer delivered value. Its content lied in : (1) based on customer delivered value theory, a table for weighing household electrical appliances was designed in order to study influence factors of customer's satisfaction index for household electrical appliances; (2) the important degree about Index of household electrical appliances was studied. Regarding customers as major study objects, questionnaires were performed and data was analyzed and processed with SPSS software. Results show that age, academic background, family situation and profession has significant influence on the importance degree about customer delivered value, and, income and region have not obvious influence.