Research On The Custumer Satisfaction Of RC Company Of Fabless

Chinese fabless semiconductor companies have developed vigorously for nearly a decade and now are embracing the opportunity of its own industry upgrade. For the reason that China is devoting major efforts to support domestic information safety industry and there is a huge shortage of integrated circuits which worth hundreds of billion dollars and which heavily rely on importing. RC Corporation comes out at the top in China’s fabless semiconductor industry through recent years’ development. But now it faces several significant problems: to seize the industry upgrade opportunity, to adjust and enhance its management concept, to extend and expand, to become the china’s model fabless semiconductor company and one of the world’s top twenty I fabless semiconductor companies. But, after several years’ high speed development, there was first time a slight drop of RC Corporation’s performance. To solve the problem, RC Corporation can identify the deficiencies of customer service by customer satisfaction which is an important index to measure a company’s performance. And related improvement should be taken to promote the corporation’s comprehensive strength and boost the healthy sustainable development of the corporation.This paper starts from the study of customer relation management and customer satisfaction theory, and emphasizes the importance and urgency of enhancing customer satisfaction. It constructs exponential model and indicator system of customer satisfaction of RC Corporation by analyzing RC’s operation situation, IC industry characteristics, and problems in customer satisfaction. Then a reasonable questionnaire was designed, handed out and retrieved after communicating with the company’s staff specialized in inner-marketing, sales, technical assistance, customer service and carrying out a full investigation with the company’s clients. After a statistic analysis of 200 or so questionnaires, the level of customer satisfaction of RC Corporation is obtained and the problems existing in customer relation management emerge. Finally, some operable advice on how to elevate customer satisfaction is given by employing casual method.This paper applies advanced “customer-oriented” management concept to the operation of corporation. It makes a beneficial exploration of how to elevate RC Corporation’s core competitiveness. And at the same time, provide other Chinese fabless semiconductor companies with an example of how to enhance customer satisfaction.