| This paper takes the company as the research object,aiming at investigating customer satisfaction problem.Research object of the article selected the Nanchong Geely vehicle workshop Company Limited,firstly,basing on customer satisfaction,loyalty and relationship management theory is the research foundation,and then the customer satisfaction theory as reference,combining the characteristics of software industry,establishing the model of evaluation index system NCGL vehicle workshop company customer satisfaction.Among them,the most common is the theoretical model of AHP,four map,CCSI model and ACSI model,and the analysis of model types are also investigated what factors will impact on customer satisfaction.In order to evaluate the customer satisfaction,and the establishment of index system of customer satisfaction,the company in accordance with the theoretical model presented above,in accordance with the system to design the questionnaire,concludes the research on customer satisfaction.Next,the article will be in accordance with the above mentioned customer satisfaction evaluation index system to the specific evaluation of NCGL vehicle workshop company,customer satisfaction,the concrete step is divided into: firstly designed satisfaction survey questionnaire,carried out and statistics on the questionnaire;secondly,on the questionnaire survey to analysis,then the customer satisfaction status with evaluation of the company;third,according to the questionnaire evaluation results,give suggestions and Strategies of satisfaction.In this paper,the main results as:combined with the feature of vehicle workshop in the industry and the enterprise’s own characteristic,evaluation index system is put forward the related enterprise customer satisfaction.Two,the establishment of index system of customer satisfaction,the weight of each index is to be determined,has a certain universal significance and then according to the calculation results of the questionnaire survey combination method,commonly used methods for the evaluation of customer satisfaction.Three,in accordance with the above method to the actual measure of NCGL vehicle workshop company’s current customer satisfaction can reach the level of theenterprise,and then identify the current level of satisfaction influence factor,and then give suggestions for improvement. |
