The basic study of Customer satisfaction, Customer delight and Customer Impression

The ultimate standard that measures acceptability extent of customer and society refers to high quality service; customers may not know about our established service rules and they usually evaluate the service quality based on their own subjective feelings. The research objective of the thesis lies in that it tries to find the inner relation and difference among customer satisfaction, customer delight and customer impression, and submits suggestions for the modification of customer satisfaction, customer delight and customer impression model in future. Through the precious research, it makes analysis on customer behavior, evaluation and expected value of customer satisfaction, customer delight and customer impression. Besides, it makes analysis on customer delight and customer impression in three aspects of awakening level, self-involvement and emotion. Last but not the least, it makes analysis on customer impression and customer satisfaction in five aspects of use environment, expected value, evaluation theme, evaluation program and function. Through the analysis, it can be seen that there are different connotation and inner relation among customer satisfaction, customer impression and customer delight. Customer satisfaction is caused by customer expectation, when customer expectation is met, then customer satisfaction will appear. It makes analysis on customer satisfaction, customer delight and customer impression in theoretical aspect, compares and explains the similarities and differences; in this way, it is able to provide guiding suggestion for the three perceived states of service in future. Besides, it provides reference for the establishment or modification of customer satisfaction, customer delight and customer impression model. It is necessary to clearly define the factor of customer satisfaction, customer delight and customer impression, establish or modify the current model.