Applied Research Of Customer Satisfaction Evaluation In CNMEG-CCSS

The key point of the article is that the construction and application of scientific and systematic Customers'Satisfactory Degree System which is suitable for China National Machinery Industry Group——Changchun Research Institute for Testing Machines(CNMEG-CCSS)。This proposition is in the testing machine profession survival development environment, the customer expends the psychology and the management strategy has the profound change, as well as the customer satisfies the theory thorough development under the background to propose.The paper first and asked the question from the topic research background to embark, elaborated the Chinese mechanical industry group Changchun testing machine research institute customer degree of satisfaction management present situation, studied has solved the question correlation application theory, proposed the Chinese mechanical industry group Changchun testing machine research institute customer degree of satisfaction management present situation improvement principle, the method and the mentality, as well as question research key point, difficulty and breakthrough.Theoretically is satisfied to the customer, the customer degree of satisfaction definition, the customer degree of satisfaction theory, the customer degree of satisfaction appraisal system, the customer degree of satisfaction measure method, the customer degree of satisfaction target has carried on the elaboration. Has studied the Chinese mechanical industry group Changchun testing machine research institute's customer degree of satisfaction condition, and has analyzed the Changchun testing machine research institute's superiority, the inferiority, narrated the Chinese mechanical industry group Changchun testing machine research institute strategy and the customer degree of satisfaction relations, had pointed out the Changchun testing machine research institute customer satisfies the extant question, analyzed has affected the customer degree of satisfaction survey the primary factor analysis, proposed the Changchun testing machine research institute customer degree of satisfaction measure improvement program.And emphatically has carried on the Changchun testing machine research institute customer degree of satisfaction target system against ablishment, and satisfied the target system to the Changchun testing machine research institute customer the content to evaluate after testing the target to conduct the quantification research, proposed the entire system establishment content. Has carried on the degree of satisfaction system in the Chinese mechanical industry group Changchun testing machine research institute's applied research; Separately carried on the Changchun testing machine research institute customer degree of satisfaction computation, the survey data collection, the examination table redesign has given a thought to, the guest degree of satisfaction computation measure result analysis; Has analyzed the main ability which the Chinese mechanical industry group Changchun testing machine research institute customer serves; Had pointed out the Chinese mechanical industry group Changchun testing machine research institute customer serves weak link; Proposed enhances the Chinese mechanical industry group Changchun testing machine research institute customer degree of satisfaction the countermeasure suggestion. This article does the main work includes:1) first has carried on the reorganization and the elaboration to the original customer degree of satisfaction theory and the experience theory.2) improved has re-established the Chinese industry group company Changchun testing machine research institute customer degree of satisfaction model.3) utilizes the AHP law, unifies by the qualitative analysis and the quantitative analysis, calculates the customer degree of satisfaction using the level analysis method to score points.4) acts according to this degree of satisfaction model, unifies own work experience and realized, analyzed Chinese industry group company Changchun testing machine research institute each target to score points, and put forward some improvement proposals.This article in systematically summarizes the predecessor about in the customer degree of satisfaction theory foundation, has analyzed the customer degree of satisfaction model, the principle of design and the procedure; Through the questionnaire survey, used AHP (level analytic method) to determine various factors weight, has carried on the analysis to the investigation data. And the use above analysis result, has carried on the analysis to the Chinese mechanical industry group company Changchun testing machine research institute produce market system customer degree of satisfaction, had pointed out its deficiency, (level analytic method) found the redesign using AHP to improve the customer degree of satisfaction to evaluate after testing the system, proposed the reasonable solution measure.Through the research, this article applies based on the AHP level analytic method determination weight constructs the customer degree of satisfaction model, improved the Chinese mechanical industry group company Changchun testing machine research institute's customer degree of satisfaction appraisal system, has achieved the anticipated goal eepened to has established the customer degree of satisfaction based on the AHP level analytic method the understanding and the understanding, strengthened the theory instruction function, for the full use limited resources, enhanced customer's degree of satisfaction, promoted the Changchun testing machine research institute's customer degree of satisfaction to provide the policy-making reference and the support. Regarding develops our country testing machine market marketing and other profession market count for much significances to this question research.This article research to is similar the Changchun testing machine research institute the state-owned extension system enterprise to carry on the customer degree of satisfaction appraisal, provided has been effective and the also low cost method, made the enterprise to sharpen the market competition ability, served well for the customer, adaption modern enterprise market competition need. This article research conclusion and the application to develop our country testing machine profession market, enhances the correlation enterprise competitive ability, develops and consummates our country testing machine market economy to have the important practical significance.