Research On Complaint Management Based On Minxin Website

Recent years, service quality management and customer satisfaction are increasingly getting focused by companies and researchers from all over the world, however, research on complaint are seldom and most of them are taking companies complaint as objective, the subject are customers. rarely taking the government and the monopoly industries as objective.Compared with the government and the monopoly industries, the companies pay more attention to the customers' complaint, because they are in the competitive environment, only the customers could bring them benefits. However, the government and the monopoly industries play a leading role in society, it is a tough mission to rise up the mind of service. The behind scenes of the citizens' complaint are related on many factors concerning the systems, the policies, the processes, etc.it is most complicated than the companies'complaint. It is more valuable to research the complaint of the government and the monopoly industries.It is the fist time in Liaoning provincal government to make use of the internet "Minxin Website" to receive the complaint and get supervised by the citizens. There is no mature experiences and methods can take. The article take Minxin Website which accepts the citizens' complaint through the internet as object according to the author's working experience,. Researched on the problem's bring forward, the general situation of Minxin Website, the summarization of the complaint theories, the current situation of Minxin Website, the improvement plan of Minxin Website and the conclusions, stated the effects of the Minxin Website and ordered the process of Minxin Website, evaluated the current situation of Minxin Website, provided the improvement plan of Minxin Website.