基于顾客参与的定制满意度研究

随着顾客个性化需求的提高,定制化生产已经成为企业满足顾客需求的有效途径之一。实行定制化生产,顾客必须参与产品的形成过程,因此,顾客参与生产过程与顾客满意度之间存在密切的联系。通过对定制个人计算机用户的问卷调查,分析定制化生产过程中顾客参与程度对顾客满意度的影响。建立了基于顾客参与的定制满意度模型,并分析了该模型的特性。提出了要实现顾客满意度最大化,企业应该鼓励顾客更多、更早地参与产品的形成过程的观点。同时,指出完全定制化生产是企业生产模式未来的发展趋势。

Customer Involvement Based-Customization Satisfaction Degree

Customization production is one of the effective approaches to satisfy customers, since the customers have increased their requirements of individuation. Customer satisfaction will play a key role as customer can be involved in the customization production by different degree. The effects on the customer satisfaction imposed by the degree of customer involvement, through questionnaire investigation on the compatible computer users were analyzed. A model of customization satisfaction degree based on customer involvement is developed. The results show that enterprises should encourage more customer involvement in the process of making the products. It is pointed that pure customization production is the development trend in the future.