In the model of American satisfaction index (ACSI), the perceived value is affected by the quality and perception of customer expectations. What about the expectations of the customers have a direct impact on the perceived quality. the fact is, when the expectations are higher, the perceived quality is also higher or vice versa. Therefore, the requirements for the quality of products and services to provide for the needs of customers to ensure and be satisfied based on their satisfaction. Customer satisfaction is formed on the basis of perceived quality, expectations and perceived value. If the perceived quality and perceived value is higher than the expectations, it will create loyalty with customers. If not, it's a complaint about the products they use (Michael D et al, 2000).
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