The Study Of Shereton's Customers Satisfaction Index

The competition of 21 century is about service, basing on customer satisfactory, any enterprise can't ignore attack of service wave. the flow path of the enterprise begin from the need of customer, end of customer satisfactory. Basically, the purpose of enterprise to exist is to satisfy the customers' need; from competition value, keep customer satisfactory is foundation and prerequisite to meet and greet challenge. The people will gain forever who can catch on the customer's hope and master degree of customer satisfactory.The thesis use the theory as guide, to summarize the research fruitful results home and abroad about customer satisfactory systematically, then, take shereton for example to build up the index system that suit the wineshop industry, to integrate wineshop service industry's characteristic ,based on the estimate system of American customers' degree of satisfaction.Empirical research is to design and send out the investigation paper according to the basical framework of customers' degree of satisfaction index system according to the theory research and practice experience. And to prove the rationality of the index system through statistics and analysis about the investigate results. Then, bring up the countermeasures to promote customer satisfactory according to the need of shereton quality and quantity management. Simultaneously, bring up propositions to promote competition ability about our country's wineshop industry.