Research On Customer Satisfaction Promotion Strategy Of MaFengWo

With the popularity of Internet applications,more and more people begin to search information and find cooperation through Internet channels.Some users with similar purposes or common interests gradually form an online aggregation and establish a virtual community.Due to the limitation of information asymmetry,tourists often need to obtain information through various ways in the process of selection,decision-making and transaction.As a subdivision type of virtual community,tourism virtual community is a virtual social space which gathers online with tourism as the theme.With its high interactivity,convenient communication and time-space characteristics,it facilitates the connection between tourism industry and virtual community,completely subverts the traditional way of obtaining tourism information,and forms a number of world-famous Tourism social websites,such as catwalk,hornet's nest,etc.,attracting A large number of readers.This paper chooses wasp nest net as a case study.As a leading travel social network and free travel trading platform in China,improving customer satisfaction is the basis for the development of the website.Therefore,it is of great significance to study the improvement of customer satisfaction in the hornet's nest for the development of Internet online tourism products.In this paper,online travel nethorse cellular as the research object,the customer satisfaction of online travel products is studied.Firstly,this paper studies the relevant theories and literature,summarizes the customer satisfaction model of internet tourism products,and constructs the customer satisfaction evaluation model of wasp nest network based on perceived risk,perceived cost,perceived service and perceived value.Secondly,based on the model of customer satisfaction,this paper constructs the evaluation index system of customer satisfaction of wasp nest network,and evaluates the customer satisfaction of wasp nest network through questionnaire survey.At present,the overall customer satisfaction score of wasp's nest network is low,and there is much room for improvement.Third,based on the evaluation of customer satisfaction,the paper analyzes the problems and reasons of customer satisfaction.At present,there are some problems in the aspect of customer satisfaction,such as the risk of payment system,the insufficiency of product search ability,the weakness of customer service ability and the need for further refining of customer value.The reasons for these problems lie in the imperfection of customer R & D system and the defects of customer service system.Fourthly,based on the theory of agile development and customer relationship management,some suggestions are put forward to improve the customer satisfaction of wasp nest.Through the implementation of agile development,the research and development ability of wasp nest network is improved,and the technical quality of products is improved.Through the optimization of customer service system,the customer service ability of wasp nest network is improved.Finally,this paper puts forward the implementation of customer satisfaction promotion strategy from the aspects of human resources,corporate culture and technological innovation.The research of this paper can provide reference for further improving customer satisfaction of wasp nest,and also can provide reference for other similar products.