Based On Customer Value Zrf Sales And Service Customer Satisfaction Research

Customer Satisfaction is the life spring of the company. Through the research to the customer satisfaction system, this essay's main purpose is to begin with the customer own value, to reveal the key driving factor of the Xuzhou RuenFa motor car company's satisfaction to the after-sale-service. According to this base, this essay puts up with the effective measures to improve the customer satisfaction, aiming to direct the company's business and to increase to the profitable ability in a long term.First, this article explains the inner meaning of the customer satisfaction and customer value, and discusses the forming process of the customer satisfaction。Then it makes the RuenFa company as the researching aim, begins with the customers' value, and sets up the model of customer satisfaction and the measurement index. By the analysis to the data of the questionaires, making use of analytical hierarchy process and problem handling system, this essay detailedly analizes the effect to customer satisfaction of the drving fators.Then, by the comparation and selection to the customer satisfaction model, this essay starts with the company's character, selects the suitable customer satisfaction model, evaluates the customer satisfaction degree of the company and its different products, and analizes the customer satisfaction to the general after-sale-service and differrent car types by quadrifid graph model.The essay at last clearly shows the thoughts that the company should take the customers value as it's development direction, and puts up with the improving satisfaction degree of after-sale-service which bases on the exchange value and relationship value. Besides it also gives the creative point and research direction.