In Conjunction With The County Tobacco Company Customer Satisfaction

At present, More and more enterprises have realized that customer's satisfaction is market competition's core, only enterprises win customer's satisfaction and realize high degree of customer's satisfaction,and it can win market and profit. There has management system of unified leadership, vertical management and monopoly in Chinese tobacco industry, so we see some problems of tobacco enterprise with main characteristics of highly centralized administration and management: weak core competitiveness, poor condition of self-sustained developing ability, low degree of customer's satisfaction, and so on. Therefore, Therefore, it must establish an objective and scientific customer's satisfaction appraisal system, and can help tobacco company enhance market competitiveness and win customer.When the paper conducts research on customer satisfaction index of Huitong County Tobacco Company, it designs customer satisfaction index evaluation model for tobacco company based on histories, current, future development, geography and environment foundations and so on. The model including total constructure of model, evaluation indicator system of model, index weight, quantification of customer satisfaction index as well as evaluation method and appraisal flow of customer satisfaction index of Tobacco Company. Based on the design of scientific questionnaire and investigation, then applicating fuzzy quality synthetic evaluation and statistical analysis methods based on questionnaire result, the paper find the problem root of customer satisfaction of Huitong County Tobacco Company, and make corresponding countermeasure for enhancing customer satisfaction index of Huitong County Tobacco Company.The paper embarks from theory of satisfaction index evaluation, using analytic hierarchy process to establish evaluation model of customer satisfaction index for Huitong County Tobacco Company, and unifies satisfaction index research work with enterprise's sales management, which combines theory and enterprise's pratice as well, Because energy and ability is limited, there is not enough time to investgate other tobacco company's condition, which narrowed vision and caused to certain limitation of this paper.