| Urban heating plays an extremely important role in promoting the normal operation of the city and guaranteeing the normal life and work quality of the public.With the continuous progress of society,customers pay more attention to heating quality and service quality,the consciousness of safeguarding rights is becoming stronger and stronger.Improving customer satisfaction is of great significance to the sustainable and healthy development of heating enterprises.This paper first introduces the background and significance of the topic selection,then expounds the basic theory of customer satisfaction,and uses the method of combining theoretical research and practical analysis to determine the benchmark model of customer satisfaction evaluation of XJ heating company with the American customer Satisfaction Index model,and constructs the overall satisfaction as the first level index,with the expected quality and Perceived quality,perceived value,maintenance satisfaction,customer complaints,customer loyalty six indicators are level two indicators,as well as 17 specific three level indicators of the comprehensive evaluation Index system.By using analytic hierarchy process(AHP),the data of 512 valid questionnaires collected by the overall customer satisfaction survey of XJ heating company were evaluated,and it was found that the overall satisfaction of the customers was divided into 3.82 points,and the whole was in the general satisfactory level.The low satisfaction level of the project mainly has heating quality,customer perceived value,maintenance service,customer evaluation management of these four aspects,the main causes are staffing,system construction,service concept,equipment aging,etc.,this article from XJ Heating Company in practice,from improving the quality of heating,improve customer perceived value,optimize the maintenance service,Strengthen the customer evaluation management four aspects to propose the customer satisfaction promotion strategy. |
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