The Study On Influencing Factors Of Customer Satisfaction Of COB Group Co.,LTD

As the economy grows,the competition in the real estate industry is increasingly fierce.The industry moves forward from the previous product-driven competition,and then market-driven competition,to the current customer-oriented one.This market environment brings both challenge and opportunities.As the macro policy adjustment is progressed,the external business environment will become tougher for real estate enterprises and the internal market competition will further intensify.COB has been leading the trend.However,the changing external environment presents more and more challenges for customer management.This article studies the factors that shape customer satisfaction and analyzes the problems that exist in the CSM of COB and also proposes responding solutions and suggestions.First,a series of concepts are explained,including customer,customer expectation,customer satisfaction,customer satisfaction model etc.In the context of real estate industry,the importance of customer satisfaction management is further analyzed,which will be the basis for further research and study.Based on the satisfaction influence factors and analysis done by the industry professionals and experts,questionnaires are designed and relevant investigation plans are made to ensure the integrity of investigating structure.The interviewees are selected across the country for sample investigation questionnaires.The collected data are tested in credibility through SPSS software,before they were processed further for factor analysis and regression analysis.The results are further analyzed and the problems lying in COB customer satisfaction management system are interpreted and analyzed,before the final suggestions and solutions are given.Finally,a brief summary based on the studies is made and the problems prospects are highlighted for further studies.This article is based on the customer satisfaction factor model and the research focuses on the customer satisfaction influence factors of COB.The study is aimed to improve the company's effectiveness of CSM and to enhance the its core competitiveness.It helps the real estate companies to maximize their profit by allocating their resources with higher effectiveness.