Research On Customer Satisfaction Of C Automobile Company

Over the past 40 years of reform and opening up,the achievements of China’s economic development have attracted worldwide attention.As an important part of China’s economy,the development of automobile industry has also made great achievements.So far,China has become the largest auto production and marketing country in the world.With the development of economic globalization,more and more international brands has found the great potential of China’s automobile market and join the competition one after another.China’s automobile market has gradually entered an era of slow growth and small profit but quick turnover.At the same time,with the aggravation of market competition,the concept of automobile consumers is becoming more and more mature.They not only have higher expectations for the quality of automobile products,but also put forward more requirements for the quality of service.At present,the profit of automobile brands in product sales is declining,while the profit in service is rising.In order to face the challenges,manufacturers have changed their marketing strategies from product oriented to customer-oriented.Therefore,in the increasingly competitive market environment,only to be able to better meet customer needs and provide better services than competitors,can we occupy a place in the market more quickly.Paying attention to customer satisfaction and increasing competitiveness with better services is bound to be the future development trend.This paper studies and compares a variety of customer satisfaction evaluation models and methods,and analyzes the problems of customer satisfaction in C automobile company,and constructs the customer satisfaction evaluation model of C automobile company combined with the actual situation,classifies the vehicle purchase and maintenance related to the automobile life cycle,and determines the evaluation index.AHP is used to calculate the weight of each index.Then,the customer satisfaction evaluation scheme of C automobile company is designed,and the questionnaire survey is carried out randomly to customers nationwide by means of telephone survey and network survey,and the reliability and validity of the evaluation results are tested.In the process of summary and analysis,important factors are used to deduce the model,we can understand the execution abilities and operation effects of C automobile company’s dealers and service providers,and find out the deep-seated reasons and formulate effective improvement measures according to the results,which is of great significance to maintain customer relationship,enhance customer stickiness and improve the management level of manufacturers.This paper adds the authenticity supervision of customer evaluation in the customer satisfaction evaluation scheme innovatively,verifies the authenticity of customer evaluation and archives by using the second return visit,data De duplication and other methods,avoids frauds of dealer customer satisfaction,and effectively ensures the accuracy of customer satisfaction evaluation results.This paper focuses on true needs of customers,and proposes the satisfaction promotion strategy,which has application significance to further development of C automobile company.