Customer Satisfaction Research Of Auto Market In China

At present, the Chinese car market has already entered a fierce competition stage, every large car manufacturer has already finish the overall arrangement tactics in the Chinese market . China's market competition has entered the competition stage of the products. As consumer, they have more understanding of domestic car knowledge , car products even the whole car market, the demand is subdivided further. Need to meet consumer's constantly changeable demand. So, it seems very essential to pay attention to the promotion of customer satisfaction.Chapter one has mainly introduced the development of the market of Chinese car, and the theory of satisfaction to customer has carried on the survey . Foreign study on customer satisfaction deepen and not thorough quite already, customer satisfaction research to accompany by enterprise management idea transformation of weight and produce. The basic goal that enterprises exist is to pursue the maximization of the profit or maximization of enterprise's value, satisfied with the centre theory to develop from theory of centre of output value to the customer progressively , just because the customer is satisfied with the appearance of the centre theory , have produced customer's satisfactory research. Have studied and gone through three developing stages in customer satisfaction. Including philosophy stage , strategic stage and management stage.But at home, research of customer satisfaction is relatively less , the car trade is no exception, on the basis of the important function of the car trade in national economy, we must strengthen the customer satisfaction research of the service market . The definition of two concepts of customer satisfaction and customer's loyalty has been the focal point of the theoretical research all the time . It is generally acknowledged. The promotion of customer satisfaction causes the promotion of customer's loyalty directly. But the fact is, the customer with tall customer satisfaction might not be loyal , unsatisfied with customer loyal customer often, this text a paradox gets the new research view out of, have carried on the positive research.Chapter two introduce characteristic of market , car of Chinese ,, i.e. production from single and one type to intensive , pluralistic transition. The market is dealt in to the brand to specialize in and change from the dispersing type. Consumers buy the psychology and buy and buy from reason carrying out the transition from perception. The single entry is produced and the single entry is sold is a future trend definitely definitely. Later introduced the model of customer satisfaction. Look at the unacknowledged model promptly, theory of three degrees of quality of KANO, comprehensive customer satisfaction model, SCSB model and U.S.A.'s customer satisfaction modelTarget of research who has mainly discussed customer satisfaction in chapter three, course,...