The Investigation On Customer Satisfaction Of Demonstration Enterprises In Xin County

The industrial cluster of Xin County is the largest transdermal drug delivery preparation base in China.In recent years,cluster area oftransdermal drug delivery preparation industry has shown a rapid development trend,industrial output value,industrial added value have emerged a rapid growth.The leaders of the gathering area take the customer as the focus,pay attention to the quality management,establish the customer satisfaction as the standard quality view,in order to fully understand the customer's evaluation of their products,and on the basis of the implementation of improvements,specifically commissioned C Center to carry out customer satisfaction third-party investigation.The author was in the C center internship,during which had the honor to participate in the investigation project.And thus obtained the Xin county skin care industry cluster area demonstration company LR company's customer satisfaction survey data,approved by the C center after the use of this data to complete the writing of this article.With China's accession to the WTO and the reform of the pharmaceutical circulation system,China's pharmaceutical sales market competition is becoming increasingly intense.Although the pharmaceutical company's end customers are patients,but the production enterprise marketing object is mainly the dealer,so the direct customer of pharmaceutical companies is the dealer,so that more dealers to their own products,pharmaceutical companies are the goal.How to improve customer satisfaction,thereby enhancing the market share of the enterprise products and improve the core competitiveness of enterprises,by more and more pharmaceutical companies concerned.China's customer satisfaction research for skin care products is still lacking,has not yet formed a mature and operational model and evaluation index system.This paper analyzes the importance of customer satisfaction for drugs and customers.Based on the analysis of the classic customer satisfaction model from the perspective of the dealer,this paper designs the product satisfaction index system of LR company,puts forward the relevant hypothesis research and constructs the LR customer product satisfaction test model.Then designed the questionnaire base on that.Through the empirical study of the survey data,the final model of LR product satisfaction is putforward.In this paper,the exploratory factor analysis,confirmatory factor analysis,structural equation model and other statistical methods to fit and analyze the model to measure the satisfaction score and draw a quadrilateral.Finally,the valuable conclusions drawn in this paper mainly include a few points.Product quality perception,quality of service perception,technical support and perceived value are positively related to customer satisfaction.Customer expectations and satisfaction were negatively correlated,drug Delivery Product customer satisfaction plays a decisive role in customer loyalty.LR company customer overall satisfaction score of 78.94,the overall loyalty score of 76.71,etc.,and made the relevant improvements.Through the research of this paper,we hope to be able to improve the competitiveness of Xin county drug industry cluster to enhance customer satisfaction and enhance the competitiveness of agglomeration area and grow more healthy and fast.