Research On Customer Satisfaction Improvement Of New Energy Vehicles Based On Six Sigma Management

With the proposed national “Double Carbon” goal,the new energy vehicle industry has become a key field of carbon reduction.Our country domestic new energy vehicle brands have also made great progress,all cities have set up new energy vehicle sales centers.However,with the maturity of each domestic brand,the competition between different brands of new energy vehicles becomes more serious.Customer satisfaction is not high,service quality reduction gradually emerged,affecting the high-quality development of the national new energy vehicle industry.Customer satisfaction is not only the desire of every consumer,but also the ultimate goal of every new energy vehicle industry and even the entire service industry.Traditional satisfaction analysis focuses on empirical research on influencing factors,models and mechanisms,and lacks continuous improvement research on specific problems.However,Six Sigma theory and DMAIC method are continuous improvement strategies integrating problem discovery,analysis and solving.It not only has achieved great success in manufacture enterprises,but also achieved great success in service enterprises.In this study,Six Sigma DMAIC method was applied to improve customer satisfaction of domestic new energy vehicles.First,the research results on Six Sigma theory and satisfaction at home and abroad are reviewed to provide a theoretical basis for improving customer satisfaction.Second,through field research,the influencing factors of customer satisfaction in purchasing new energy vehicles are found.And this study built a customer satisfaction model.Third,the improvement of the proposal.According to DMAIC process,the key problems of low customer satisfaction were found.Through the customer satisfaction model built in this study,the influence of perceived quality,customer expectation and perceived value on satisfaction was explored.The fluctuation of satisfaction and complaint times was monitored during the project implementation,and the data were sorted and analyzed by using the analysis tool of Six Sigma DMAIC method.Fourth,improve the implementation of the plan.Through the analysis of the key factor in the research process,the customer satisfaction improvement scheme based on DMAIC method is formed.The implementation effect of the scheme was evaluated to ensure the whole improvement of customer satisfaction.Fifth,research summary.The successful application of Six Sigma DMAIC method in the new energy vehicle industry keeps customer satisfaction at a high level,which proves the successful practice of this method in the automobile service industry.According to the conclusion of the study,some suggestions are put forward,and the future research is prospected.There are many factors affecting customer satisfaction.This study clarifies the causes of customer satisfaction factors of new energy vehicles by building a customer satisfaction model,and proposes transformation strategies to improve customer satisfaction.On this basis,this study analyzes the customer satisfaction of new energy vehicles by using DMAIC improve process.And this study finds out the key factors to solve the problem,and puts forward the improvement plan.From the perspective of Six Sigma management,the system framework of DMAIC is presented to solve the problem,which provides an example for improving customer satisfaction of new energy vehicles and promoting the practice of DMAIC continuous improvement process.