A New Evaluation Model of Customer Satisfaction Index

Customer satisfaction index, a new kind of economic index, is studied and adopted by more and more countries or regions. This paper builds a new CSI model on the basis of the present research achievements and the characteristics of consumer behavior in China. Basing on expectancy disconfirmation mode, this model simultaneously considers equity mode and need disconfirmation mode, introduces perceived equity and perceived price variables, designs the corresponding observable variables and path relations for these structural variables, builds three paths from customer satisfaction, corporate image, perceived price to the customer loyalty, changes the situation of sole path from the customer satisfaction to the customer loyalty in the traditional models.