Study On Consumer Satisfaction And Improvement Strategy Implementation For Oil/Gas Equipment Manufacture Industry

Under the condition of fierce market competition, price can't be taken as an effective weapon for it and it seems important to find the means to keep the present consumers, to absorb the latent consumers and interest the consumers that make no consuming of the products by the present companies, for the realizations of which the CS methods are better. The appearance of CS in the western world brings a storm of its application. In the west, very many companies all regularly carry on the consumer satisfaction index investigation and evaluation, taking the evaluation results as the basis of improvement management, continuous improvement and the establishment stratagem, the decision strategic, the decision reward.2000 edition ISO9000 race standard noticeable has produced two new surveys systems, namely the self- appraisal and the evaluation of consumer satisfaction degree. The former is the foundation of quality improvement, and the latter is the starting point of quality improvement. ISO9000 race standard emphasizes taking "the user as the attention focal point", and takes the head of the eight quality principles. By this, it helps the petroleum equipment manufacture enterprise to establish petroleum equipment manufacture enterprise quality control system according to the ISO9000 race standard to strengthen the consumer satisfaction as main goal, and enhances the enterprise to base on society's ability. This article is precisely launches the research under such background, this article is supported by the important project of the General Corporation of China Petroleum and is part of its results.(1) The paper thoroughly expounds the importance and necessity of consumer satisfaction degree of the petroleum equipment manufacture corporation, comprehensively and systematically analyzes, generalizes and summaries the theory and practice of consumer satisfaction degree oversea and domestic, forms the review of the research of consumer satisfaction degree.(2) Combined with the character of the petroleum equipment manufacture corporation, by way of recognizing the consumer, the paper builds a total and systematic modes on consumer satisfaction degree of the petroleum equipment manufacture corporation, analyzes its consumer loyalty degree deeply, discusses its reasons and meanings, sets up its strategy and implementation system, and points out the several problems that should be noticed in the course of its implementation.(3) The CSI model with features of the petroleum equipment manufacture corporation, is established by means of investigating, analyzing and summarizing and finding out the main factors influencing their relationship and the casual relationships among the factors with the considerations of the design principles of CSI; testing the reliability and validity of the data and frequently modifying.(4) By studying via the dissertation, on the conditions of large sample, sample being normal distributions or near normal distributions, the satisfactory results can be obtained by means of Covariance Analysis of Linear Structural Equation, which shows the model holds good fit...