Study On The CNPC Service Station Customer Satisfaction Degree

Along with the service station market reform going deeper, the focus of service station will change gradually from production to service and the service processing will be restructured around the needs of customers. Meanwhile, the enterprise management concepts will also change from the "focusing on the product" to the "focusing on the client". It is the powerful weapon of taking advantage for enterprises to provide the products or services which make customers satisfaction within fierce market competition. It is very necessary for service station to study their customer loyalty deeply and establish stable and long-term customer-relationships.With the customer satisfaction theory, and in view of the service stations contents and characters, this paper carries on the research of CNPC service station customer satisfaction degree, and takes Shijiazhuang example for measuring customer satisfaction. The specific content includes:(1) According to the domestic and foreign research theories about customer satisfaction degree in different areas and the present situation of service station, the paper elaborates the important meaning of CNPC service station carrying on the customer satisfaction degree evaluation.(2) It proposes the indicator system of CNPC service station customer satisfaction degree evaluation. And basing on the indicator system, it designs questionnaire. Determine the weights of each Indicator by using subjective evaluation method and weight determination method (3) According to survey result, using an assessment method basing on combination weight to conduct comprehensive evaluation of customer satisfaction degree, and carrying on the analysis to each second-level target.(4) According to survey results, we analyze the CNPC service station customer services to identify the existing service short-board of the CNPC service station and give some suggestion which provide an basis for promoting the service of the CNPC service station.