Customers’ Satisfaction Research On Auto-parts Company B

As the increasingly complex economical social environment and customers’ requirements recent years,enterprises are facing more difficult and critical living environment.Although more and more enterprises know the importance of Customer and make the Customer-centric as theory,it is difficult to satisfy the Customer’s demands,owing to the constantly improving standard of living and value.According to the case of B Company,this paper is to know build the customer satisfaction model of B company and do the analysis and check about the reliability and validity of customer satisfaction survey chart,via learning the theories or cases of customer Satisfaction and Customer Relationship Management in the recent years.Thanks to the new theories in the age of data and information,we could find varied ways to improve the customer satisfaction of B company.In this research,according to the survey of customer satisfaction in B company,we do the zoom analysis the factors of impacting customer satisfaction,and find the ways and measurements to improve the customer satisfaction via Tetragonal model and SWOT analysis.The improvements issued from the transportation delivery,people and team building and training,quality and price,brand and corporate image and culture etc.to help the B company to improve the customer satisfaction and further more to optimize the customer relationship,enhance brand awareness and retain more customer to win more market occupancy and profit.The structure and route of this paper is finding questions,parsing problems,resolving problems of B company.Issuing many improvements to improve the customer satisfaction of B company via built the model of CS and factor analysis.Listing the Customer satisfaction in to the performance assessment system,enhance the payment of CS via the way of delivery performance,quality and price management,sales and service people and team’s building,brand and image etc.By this research,hope to have some guidance and referential value for all of the auto-parts companies or others manufacturing and sales groups or companies.Finally,more study is needed to determine the benefits of improving the Company’s profit or market occupancy from the Customer Satisfaction.