Research On Customer Satisfaction Evaluation Of Steel And Iron Enterprise

Customers are fundamental to enterprises, so enterprises must focus on customers and do all that enterprises can to meet the customers'needs in order to develop continuously and succeed in the end. In recent years, the competition is more drastic in the steel and iron market and the steel and iron enterprise's philosophy of management is more mature, so they have transferred the traditional managing mode that products and scale is central to that customers is. They pay more attention to long-term relations with customers and see them as the invisible assets of this enterprise. Customers have more and more important effects on steel and iron enterprises. Against this background, it is especially important that steel and iron enterprises put the customer satisfaction evaluation in practice. This evaluation can help enterprises to realize these problems and shortages of,enterprise in good time, and improve customer satisfaction endlessly by solving them. This valid implement of this evaluation also can ensure that this enterprise maintain long-term cooperative relations with its customers and establish a firm foundation for this enterprise's long-term development.This paper brings forward an index system of evaluating industrial customer satisfaction and a fuzzy evaluating method in a view of characteristics of the steel and iron enterprises. Firstly, this paper gives an introduction of research background and status quo of industrial customer satisfaction. Secondly, this paper reviews relevant theories, including industrial market and its customer characteristics, some relevant papers of customer satisfaction. Thirdly, the index system of customer satisfaction of steel and iron enterprises and the fuzzy evaluating method are constructed according to characteristics of steel and iron enterprises and its customer purchasing behaviors. Fourthly, this paper puts this evaluating system into practice and analyses this result to find these problems and shortages of this enterprise, gives some advances to solve these problems and shortages. In the end, this paper states the contributions and deficiencies of this research, and gives the suggestions for the research direction in the future.