The Study Of Influencing Factors For Customer’s Satisfaction In EMS Enterprise

With the world economy globalization and market competition increasing, EMS(Electronic Manufacturing Services) companies with the main service content as electronics manufacturing, have been turning their attention from products to focus on customers. For EMS companies, who has a large number of customers means that has a high market share. The basic prerequisite for keeping good relationship with old customers, developing new customers, achieving customer loyalty for EMS companies’ products or service, is to improve customer satisfaction. At present, the development of the electronics industry, has brought unprecedented challenges to the development of the EMS company. Therefore, the research for the influence factors of EMS companies’ customer satisfaction has profound practical significance.This research mainly from the perspective of the customer, on the basis of consulting a large number of journal literature, summarized the domestic and foreign scholars about the theoretical model of customer satisfaction, and analyzed together with further classification for the influence factors of customer satisfaction base on the theoretical analysis combined with the characteristics of the EMS companies’ market and their customers’ specific characteristics. Influence factors of customer satisfaction can be divided into two parts for the customer’s actual feeling and customer expectations, and be continued to break down through the analysis of various influencing factors, and established concept model of customers satisfaction for S company’s referred by the ones from foreign, Through the questionnaire survey, data reliability and validity of the inspection, and using the factor analysis method to categorize and related analysis for each influence factors, draw the conclusion of this paper about influencing factors of customer satisfaction.The conclusion for this paper is that customer satisfaction for EMS companies mainly includes two factors: the customer’s actual feeling experience and customer expectations. The customer’s actual experience includes function quality of the product, the affiliated product quality, company’s technical innovation, product price and delivery. It’s positive correlation between customer’s actual feeling experience and customer satisfaction, but it is negative correlation between customer expectations and customer satisfaction. Through this research, I hope it will be helpful to increase the customer satisfaction for EMS companies, achieve the goal of customer relationship management, and promote win-win cooperation between company and customer.