Customer Satisfaction Research Of XI'an Tobacco Company

This thesis studies that the tobacco company how to improve customer satisfaction under monopolized system and how to improve enterprise competitiveness. Through realizing customer satisfaction, the enterprise can know about the customers' expectation and demand. The enterprise can find the difference between the customer' demand and the enterprise' management in actual condition. So the enterprise will improve the enterprise' management.This thesis made use of customer satisfaction theory and customer relationship management theory. In order to know customer satisaction situation and problem, this thesis analyzed the investigation information based on tobacco customer investigations. Countermeasures and suggestions of enhancing customer satisfaction were brought forward. This thesis mainly analyzed three aspects of the problem: delivery goods service, product management and customer relationship management. This thesis selected effective sample in A, B and C customer crowd through layered sample. The thesis availed oneself of EXCELL,SPSS tool to handle data. The problems of customer satisfaction in Xi'an tobacco company were found out. The countermeasures were brought forward in three aspects. The strategies were as follows: The first, the quality of distribution and delivery goods service was enhanced. This...