Research On The Strategy Of Improving Customer Satisfaction For Zhengzhou XY Travel Agency

With the people’s material and cultural living standards improve, as well as people bear in real work life pressure increase, people pursuit of outdoor tourism spiritual culture of the increasingly strong. At the same time, the state and Henan province government policies to support the tourism culture industry, promote the development of Zhengzhou tourism industry.Travel agency is the leader of the tourism industry, which in the tourism industry, has the ability to configure various tourism resources effectively, provide to meet the important role of people leisure, vacation tourism consumer products. Although the tourism industry in our country already have decades of development history, but many travel agencies, especially the small and medium-sized travel agencies, customers in the innovation of idea, consciousness, quality of service, business processes, management norms, there are still a lot of deficiencies, leading to low quality of service and tourism products obsolete, competition consciousness is not strong, line the lack of features and other issues, eventually causing the customer satisfaction low, affect the development of travel agency of its own, it is difficult to become bigger and stronger.Based on this, this paper takes Zhengzhou XY travel agency as the research object, combined with theoretical analysis and practical investigation, the phase quantitative analysis method and qualitative judgment combined, focuses on the study of Zhengzhou XY exists in customer satisfaction travel agency problems existing in Zhengzhou XY travel agency problem of an effective solution to the problem.First of all, this research summarizes the basic situation of Zhengzhou XY travel agency, and the macro environment from two aspects of tourism in Henan province and Zhengzhou city tourism industry competitive environment analysis of Zhengzhou XY travel agency in the external environment, the importance of Zhengzhou XY travel service to enhance customer satisfaction is expounded from the macroscopic angle; then, with the help of the customer the questionnaire survey, were thoroughly to Zhengzhou XY travel agency customer satisfaction from multiple perspectives, combining quantitative and qualitative methods to conclude, from the microscopic point of view further illustrates the necessity to enhance customer satisfaction; Then, this paper analyzes the existing problems and the root causes in the aspects of improving customer satisfaction for Zhengzhou XY travel agency, Zhengzhou XY travel agency is facing an external threat facing fierce competition, internal innovation design ability is insufficient, lack of tourism products and marketing means of brand construction of consciousness is weak, and the internal implementation lacks of efficiency and inferior position; for the upgrading of Zhengzhou XY travel agency customer satisfaction. Finally, this paper from five aspects to strengthen standardized service process, strengthening customer relationship management, strengthen the network communication platform, strengthen the brand product development, strengthen the internal management of enterprises, and puts forward some effective strategies to enhance the Zhengzhou XY travel agency customer satisfaction.Through this research, to help Zhengzhou XY travel agency to recognize the problem, through the implementation of effective strategies accordingly, enhance their customer satisfaction, and then enhance the core competitiveness of Zhengzhou XY travel agency.