A Study On The Evaluation Of Customer Satisfaction Of The Service Industries From A Generalized Perspective

In the condition of market economy, customer is an important factor that influences the survival and development of enterprises, especially for the service industries. In this context, to study and evaluate the customer satisfaction of the service industries is of great theoretical and practical significance. This paper aims to construct a set of index system to evaluate the customer satisfaction of the service industries from a generalized perspective. Based on the index system, an empirical study was carried out on the Xi’an RENRENLE supermarket.In this paper the customer is defined in a generalized perspective, including both the internal customer (enterprise employees) and external customer (consumer). A set of index system to evaluate the customer satisfaction of the service industries from a generalized perspective is constructed after large amount reading on relative references and an in-depth analysis of the interactions between he internal customer and external customer. The methods of evaluating the customer satisfaction is studied in this paper and the comprehensive fuzzy judicial method and the synthesizing weighted method are combined to evaluate the customer satisfaction of the service industries from a generalized perspective. At the end of the thesis, an empirical study was carried out on the Xi’an RENREN LE supermarket.