Customer Satisfaction Measurement For Water Supply Services

In this paper, we shall first briefly introduce the development status of the water supply industry, and point out the necessity of constructing the client satisfaction evaluation system, to raise the purpose and the direction of the research. This will be followed by a detailed review of the correlation studies at home and abroad, and we’ve found the main influential factors of the client satisfaction from the perspective of the whole course experiences and the main eight service links of water supply companies. Thirdly, on the basis of preliminary building evaluation index set, we establish the final customer satisfaction evaluation model for water services enterprises by the way of multi-round selection of experts, which including four major categories of26indicators.Finally, by making comprehensive use of expert scoring method and Analytic Hierarchy Process to calculation the weights of this evaluation system, we choose the ZZ water supply company as our analysis object. After surveying583clients on stratified sampling,we calculate the satisfaction index and analyze the result, which shows the ZZ water supply company needs to provide painstaking services for different types of customers, although it has done a lot in the management of customer relationship and products quality. According to the problems reflecting by the case studying, combined with the actual water supply companies, we have put forward some upgrade suggestions from four aspects of the corporate image, product quality, service quality, and information tracking and complaint handling.