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Toothpaste Industry Customer Satisfaction Survey Based on the CCSI Model

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Proceedings of the 22nd International Conference on Industrial Engineering and Engineering Management 2015

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Abstract

Based on the CCSI model, an indicator system for measuring the toothpaste industry’s customer satisfaction is built in this paper, and the industry’s customer satisfaction in 2015 is analyzed using the SPSS16.0 software. Analysis results show that shaping brand image is the core, improving teeth-cleaning effect is the focus, enhancing performance-price ratio is the key, and satisfying the young population is the crux.

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References

  1. Yu Jianhua, Lu Heyu. Application of ACSI Satisfaction Model in the Communication Industry [J]. Work Study, 2013, (6)

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  2. Tang Wanjin, Xian Kuitong, Zheng Zhaohong, and Kang Jian. The Theory and Application of Customer Satisfaction Measurement [M]. Beijing: China Metrology Publishing House, 2009

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  3. Cao Hui. Construction and Application of Customer Satisfaction Measurement System in the Mobile Communication Industry [J]. Science & Technology Information, 2007, (21)

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  4. Northern Economic Consulting Co., Ltd. Chinese Toothpaste Market Consumer Research [J]. Detergent & Cosmetics, 2002, (3)

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Acknowledgments

This work was funded by the Dean fund project of China National Institute of Standardization under grant No. 642015Y4009, the National Key Technology R&D Program of the Ministry of Science and Technology under grant No. 2013BAK04B02 and 2013BAK04B04.

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Authors and Affiliations

  1. China Standard Science and Technology Group Co., Ltd., Beijing, China

    Yan-tao Gai, Fei Pei & Yong Su

  2. Quality Management Branch, China National Institute of Standardization, Beijing, China

    Hua-li Cai

Authors
  1. Yan-tao Gai
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  2. Fei Pei
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  3. Hua-li Cai
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  4. Yong Su
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Corresponding author

Correspondence to Hua-li Cai .

Editor information

Editors and Affiliations

  1. Tianjin University, Tianjin, China

    Ershi Qi

  2. Tianjin University, Tianjin, China

    Jiang Shen

  3. Tianjin University, Tianjin, China

    Runliang Dou

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© 2016 Atlantis Press and the author(s)

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Gai, Yt., Pei, F., Cai, Hl., Su, Y. (2016). Toothpaste Industry Customer Satisfaction Survey Based on the CCSI Model. In: Qi, E., Shen, J., Dou, R. (eds) Proceedings of the 22nd International Conference on Industrial Engineering and Engineering Management 2015. Atlantis Press, Paris. https://doi.org/10.2991/978-94-6239-180-2_90

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  • DOI: https://doi.org/10.2991/978-94-6239-180-2_90

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  • Publisher Name: Atlantis Press, Paris

  • Print ISBN: 978-94-6239-179-6

  • Online ISBN: 978-94-6239-180-2

  • eBook Packages: EngineeringEngineering (R0)

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