The Customer Satisfaction Research Of Quanzhou Transportation Enterprise

As the third industry, the transportation industry develops rapidly in recent years,our country is encouraging industry to upgrade and improve the development ofservice, the buyer are deciding the development direction of the automobile industry.Especially the operation of high-speed rails which have a great influence on the developmentof Quanzhou’s automobile transport business in Fuxia、Fuhu and Fuhang. In the currentsituation, it is important that the industry grasp at the demand of customer, improvethe humanized service level, improve the operating equipment and the environmentmore early than competitors. So the automobile industry should adjust stratagemdirection, focus on the service concept of "Customer First", and set the evaluation ofthe customer satisfaction as the criteria of enterprise development. The industryshould improve the customer satisfaction service, gradually expand the marketshare and create more profit. The automobile transportation should extremely payattention to customer satisfaction evaluation, so the enterprises should improvemarketing strategies which it has owned, form perspectively evaluation of customersservices. The enterprise also should reasonably assign various resources, meet thecustomer’s requirements, at the biggest degree, so it can try to gain maximally marketshare in higher service efficiency.This paper analyses the customer satisfaction of Quanzhou transportationenterprise, finds out the deficiency of the customer satisfaction, and gives theimprovement opinions, these opinions will help the company improve the quality oftransportation service, to strengthen enterprise management, and raise customersatisfaction degree. Chapter1mainly discuss the background of this paper, the frame,methods and structure of this article. Chapter2is about the concepts of service andcustomer satisfaction, introduces the customer satisfaction theory and introduces thepractical value for enterprise development. And Chapter3expounds the effect ofcustomer satisfaction on automobile transportation enterprises. And Chapter4designthe questionnaire,make the customer satisfaction research and analysis based on aconcrete enterprise. We launch an investigation on customers whom have accepted the company services, carry on the reacted calculation then, get a total satisfactionindex number. Chapter5analyze the proportional distribution situation of eachsatisfaction which base on the service evaluation indexes by Chapter4. Chapter6analyses the results of analysis, finds out the problems which needed to be improvedfor Quanzhou automobile transportation company, it mainly contains to establishpassenger transportation service quality system, to implement the social servicepromise, to maintain vehicle by adopting item management, to strengthen humanresources management strategy and so on. chapter7is conclusion, it proposes somepossible innovations and shortage, analyses the current development situation ofcompany transport business, gives out the identifications of the deficiencies for futureresearch.