A Study On Customer Satisfaction Based On Customer Value

In the market economy,customer satisfaction is the key to win market competition.However,more and more enterprises realize that pursue customer satisfaction are inappropriate regardless of the cost,customer satisfaction management based on customer value,the establishment of a win-win model between customers and enterprises are the real way out.The medical device industry is one of the fastest growing industries in the world,it is also one of the signs of the manufacturing and high technology tip of a country.The medical device industry of China are mainly small and medium enterprises with the low starting point generally which are in urgent need of improving customer satisfaction and deepening key client relationships with strategic significance,then occupy the place in the rapid development of the international market.B company established in 1994,was originally a professional manufacturer of high precision hardware products,and extended product scope to the medical device field starting from 2012.This dissertation is on the basis of reviewing customer value theory and customer satisfaction theory,takes the B company as the research object,through exploring the customer satisfaction problem and reasons of the B company,analyzing the countermeasures to improve customer satisfaction.First of all,this thesis takes customer value as the starting point,analyzes the existing problems and reasons of the customer satisfaction management in the B company,finds the key factors affecting customer satisfaction which are the product quality,the product price and the service.Then constructs a customer satisfaction model which includes 13 evaluation indexes from the three aspects of product quality,product price and service.Thirdly,uses the analytic hierarchy process to determine the weight of each factor,tests data consistency;and through the implementation of customer satisfaction survey,statistical analysis of the survey data,calculates customer satisfaction of the product quality,the product price and the service,and the overall customer satisfaction of the B company,verifies the feasibility of the method.Finally,according to the analysis results,puts forward some countermeasures to improve customer value and then improve customer satisfaction,in order to guide the medical device industry enterprises to develop business strategy.