| SS Institute, China’s first comprehensive electronic technology research institute, isa Class A national research unit. It is mainly responsible for the development andproduction of key projects in defense-related research, and plays an important role inChina’s military industry. In accordance with the purpose of "pursuing excellence withinnovation, serving national defense through information", SS Institute is dedicated tothe state-of-the-art software technology, electronic technology and system integrationtechnology for the construction of China’s national defense and economy. However, inrecent years, with the military market changing from the sellers’ to the buyers’, thetraditional monopoly of military enterprises is facing the impact of competition in themarket.To meet the requirements of market transform, SS Institute has carried out a fewresearches on customer satisfaction. However, due to the inertia of thinking inherent inthe concept of the traditional state-owned enterprises and monopoly status, a series ofissues are still exposed in SS Institute’s customer management in such areas as serviceattitude and training quality, resulting in customer dissatisfaction, thus affectingcustomer loyalty, and even leading to the loss of customers in some projects. Therefore,we hope that through the research on SS Institute’s Customer Satisfaction, we cananalyze its problems in the implementation of customer satisfaction, providecountermeasures, which can be a reference for similar enterprises in the militaryindustry.This paper first introduces the overview of SS Institute’s status quo and customersatisfaction, and introduces the application status of customer satisfaction by domesticand foreign enterprises, putting forward the importance of increasing customersatisfaction; subsequently, it uses the Five Forces Model and SWOT Analysis to studySS Institute’s internal and external environment, and based on SS Institute’s strategicplanning, reaching the point that customer satisfaction is one of the important goals of SSInstitute in terms of economic development and opening up the market.Then, through the design and implementation of questionnaires, the paper analyzes and evaluates SS Institute’s execution process of customer satisfaction management, toidentify its problems on product quality, service timeliness deficiencies and trainingeffectiveness.Finally, in order to further enhance SS Institute’s customer satisfaction, the authorputs forward the corresponding countermeasures on the7aspects of informationmanagement, customer value, marketing, customer loyalty, system innovation, businessprocess and staff qualify. |
