大学生美团外卖应用的顾客满意度研究(3)
When a company wants to get a higher market share, it may need to concentrate on customer satisfaction instead of enterprise income statement. Changes in customer satisfaction cause changes of sales order. Philip Koltler (2003) observes, “the customer is very likely to repurchase and even spread good word of mouth about the company. High satisfaction or delight creates an emotional bond with brand or company, not just a rational preference”(p.62). But in the meanwhile if the customer satisfaction is at a very low level, customer are likely to abandon the online meal-ordering system and switch to a better order system instead. What’s worse, customer will say something bad to his relatives or friends.