The Research On Customer Satisfaction Measurement Of Yuanliu Auto Service Corporation

It has become a serious problem how to improve the competence of auto service industry . It plays an important role in maintaining continuous development of national economy in China.Under this background,the paper makes a deep study about the theory of Customer Satisfaction Measurement. By studying the empirical case of customer satisfaction measurement from the Yuanliu Auto Service Corpration,the author constructs an index system of CSM for auto service.The author designs a questionnaire to investigate customers, and analyzes the results of the quality,effectiveness and relativity by using SPSS and it testifies that the index system is reasonable and practical. On this basis,the author calculated the Customer Satisfaction of each department and that of the whole corporation,and then used SPSS to analysis which identifies the key indexes.. Eventually come to evaluation index system and its application of the two main conclusion of the study.