A Study On Customer Satisfaction Of Management Consulting Enterprises Based On Fuzzy Comprehensive Evaluation

Management consulting for businesses and even the leading role of the national economy is no doubt that from our management consulting for 20 years glimpse of the fruits of development can be reflected. At the same time, both the Government and companies agreed that all aspects of management consulting has changed from the development of enterprises have played an important irreplaceable role. So, in such a rare opportunity for the external environment, the management consulting business how to seize the customer needs, how to accurately determine the need to improve the management of their own, how to continuously enhance customer confidence, maintaining existing customers, improve customer satisfaction and thus the formation of customer loyalty and a series of problems is particularly important, this focus on customer satisfaction, build customer satisfaction evaluation model and the impact of recognition and identification of key drivers of customer satisfaction conducted a series of studies.In this study, review and summarize customer satisfaction evaluation model and evaluation method, based on the customer satisfaction index model for the quantitative evaluation method is introduced to the management consulting firm. In the analysis of the development of China's management consulting industry, the status quo and management consulting firm has special characteristics, work processes and value chains and other important factors that influence customer satisfaction systems management consulting firm structure variables were analyzed and built on this basis a management consulting firm Customer Satisfaction Measurement Model. Based on model presented in line with management consulting firm characteristics of three indicators used in the form of questionnaires and statistical data collection, organize, quantify, and then using analytic hierarchy process and fuzzy comprehensive evaluation of the Combination of Customer Satisfaction Index calculation. Finally, in order to make business-to-the key factors affecting customer satisfaction and provide for effective selection of targeted improvements in this paper, a quarter of principal component analysis and graph model combined impact of identified key drivers of customer satisfaction. In this paper, HT Consulting conducts an empirical case study on the construction of the model and the use of evaluation and identification method has been validated.Customer Satisfaction Index using modeling method, using principal component analysis and a quarter of graph model of customer satisfaction, recognition and identification of the impact of the key drivers of customer satisfaction in the management consulting firm research is still rare, this study validated through empirical the reliability and practicality of these methods.This study for the management consulting firm study of customer satisfaction will play a role in attracting valuable opinions, which is the original intention of this research and significance.