Research On Customer Complaints And Service Remedies In DPS Company 90 Product

With the rapid development of China's economy,the buyer's market become more and more mature.The customers enjoy unprecedented enthusiasm treatment,and have the rights to compare and choose products.Therefore,customers have no reason to keep loyalty for a particular business with normal product or service.In industry market,major deals often happen between manufacturers and customers,and the ultimate winner have good relationship with customers.From business perspective,the customer relationship maintenance is very important,and service is the key influencing factor for customer relationship maintenance.So,it become crucial important things for enterprise how to establish a effective service system.There are lots of research on this topic whatever domestic or foreign at present,but the direction mainly focus on consumer area,the research for industry area is very little.In view of this,this paper takes 90 series product of DPS company as research object.Through visiting customer and collecting evidence on the spot,the reasons of most easily to complain are clarified,the corresponding service remedy strategy is proposed.So,the sensate fairness are improved and the satisfied degree are promoted.In this paper,customer complaint is set up as antecedents variable for building customer complaint model,service recovery is set up as intermediary variable for building service recovery model,and customer satisfaction is set up as outcome variable for building customer satisfaction model.Using this hypothesis and factor analysis,we can get that effective psychological compensation and rapid response are key to customer satisfaction.