Empirical study on customer satisfaction influencing factors of industry application products based on experiential level theory

Abstract

The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by the government and enterprise customers. Following the review of a previous study of customer satisfaction and with the help of experiential level theory, this article attempts to establish a Satisfaction Factors Model for researching customer satisfaction with industry applications. We chose a product named “Mobile Monitor” and investigated the emotional satisfaction of 127 users and company leaders from different walks of life, and showed that 7 of the product's features affected the customers' overall emotional satisfaction. Lastly, this paper points out management implications of this application based on quantitative results. It presents a preliminary exploration program for customer satisfaction research in this specific field. The empirical research on a specific product based on experimental level theory may serve as a reference for other companies that desire to carry out similar surveys in future.