The Study&Improvement On Domestic After-Sales Service Customer Feedback Questionnaire Of DSK Elevators Co.,Ltd

Customers are the cornerstones of the entrepreneur,and are the most fundamental forces to bring the entrepreneur wealth.Customer satisfaction is the mental state that customers get from the utility of the products(or service),or the purchasing process of the products(or service).Due to the importance of customer satisfaction,the customer satisfaction theory has been the focus of research in the marketing field since it occurred.To make full use of the customer satisfaction theory,we firstly need to find the effective evaluation of customer satisfaction and various factors affecting customer satisfaction.Using telephone interviews and the method of questionnaire survey,this article takes DSK elevator company for example,to research on the measurement of customer satisfaction of the serv ice sector and the relationship between customer satisfaction and the factors that affect it,with the method of descriptive statistics and regression analysis.Thus we can understand the status of the customer satisfaction of the service sector,then we can take measures to improve customer satisfaction and increase customer loyalty.In the traditional research of customer research,product(service)quality is one factor which has important impact on customer satisfaction,where there is a significant relationship between customer satisfaction and customer loyalty.This article also follows this path,and finds,Maintenance In Place,Maintenance Schedule,Repair response Time,Parts Response Time,Resolving Fault Situation,Satisfying Customers' Specific Requirement Situation,which all reflect the service quality,has a significant positive influence over customer satisfaction,and customer satisfaction has a significant positive influence over customer loyalty.This conclusion is consistent with previous studies.Among the factors that affect customer satisfaction,not all of them play the same role.Combined with the status of the factors,this article argues that improving Maintenance In Place,Satisfying Customers' Specific Requirement Situation,Resolving Fault Situation and Parts Response Time are key measures to improve the degree of satisfaction.The results of this article will contribute to improve the quality of service of DSK elevators,and improve the overall customer satisfaction level of elevator products,thereby increasing the competitiveness of DSK company;besides,this article has a certain effect over other industries and other companies in the elevator industry for improving customer satisfaction and service improvement.