Theories and Practices of Customer Satisfactions Index

Xin An ZHANG;Peng TIAN;Ai Min WANG;Lie Ping ZHANG

Systems Engineering - Theory & Practice ›› 2004, Vol. 24 ›› Issue (6) : 14-19.

PDF(145 KB)
PDF(145 KB)
Systems Engineering - Theory & Practice ›› 2004, Vol. 24 ›› Issue (6) : 14-19. DOI: 10.12011/1000-6788(2004)6-14
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Theories and Practices of Customer Satisfactions Index

  • Xin An ZHANG,Peng TIAN,Ai Min WANG,Lie Ping ZHANG
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Abstract

Customer Satisfaction Index has won great success in the west countries, and become one part of economy indices system. We study CSI theory basis, CSI measurement methods, CSI history and development. Then we discuss CSI future research directions and main issues for constructing Chinese Customer Satisfaction Index.

Key words

customer satisfaction index / driver measurements method / structural equations method framework / Chinese Customer Satisfaction Index

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Xin An ZHANG , Peng TIAN , Ai Min WANG , Lie Ping ZHANG. Theories and Practices of Customer Satisfactions Index. Systems Engineering - Theory & Practice, 2004, 24(6): 14-19 https://doi.org/10.12011/1000-6788(2004)6-14
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