Research On Customer Satisfaction Of Fuxin ZX Motor Vehicle Testing Company

With the implementation of the new traffic law,Chinese motor vehicle testing agencies have entered social operation stage from administrative stage in the past.With the rapid growth of the private cars number and the rapid investment of private capital,motor vehicle testing market competition is becoming increasingly fierce.Since the two years from the transformation of Fuxin ZX motor vehicle testing company,the number of competitors has increased from one in the past to five at present.Good service and high quality of satisfaction are the key points for survive and development of the company.This paper focuses on the status and influence factors of customer satisfaction.By consulting the literature materials,it clarifies the characteristics of the motor vehicle testing companies.Through the in-depth interviews with industry stakeholders to understand the advantages and disadvantages of the Fuxin ZX motor vehicle testing company in the competition.The results show that the company knows little about the impact factors of customer satisfaction.According to the interview and related literature,design satisfaction questionnaire and analyzes the relevance of the questionnaire data,it found that price perception of service testing is an important factor affecting customer satisfaction.Customers also pay more attention to the speed of the service testing.The non-parametric test found that the highest level of customer satisfaction is from acquaintances recommending.It shows that social network communication has a very important impact on customer satisfaction.According to the analysis results,Fuxin ZX motor vehicle testing company should increase the customer's cost-performance by adding additional services;to increase core testing time by improve testing process,compress registration time and data entry time and other auxiliary time;to improve service efficiency on the basis of guaranteeing the quality of service.To recommend incentive mechanism through design and encourage old customers to recommend new customers,that is,to develop customer based through acquaintances.At the same time,to improve management,design incentive programs to encourage employees to detect and find more traffic safety problems earlier and more,and then to ensure customer traffic safety,and thus improve customer satisfaction.