Research On The Evaluation And Improvement Strategy Of Customer Satisfaction Of ZC’s Truck And Bus Tires

China’s market economy has stepped into a stable development stage,in this case,both from the perspective of China’s automobile or the development of the entire automotive aftersales service market,are able to promote the development of the tire market to provide a broad space for future development.Therefore,domestic and foreign tire companies also have a high degree of concern for China’s tire market,but also have increased the seizure of China’s tire market.The impact of the new crown epidemic on the global market from 2020 onwards,resulting in the rising trend of raw materials for tire enterprises is very prominent,increasing the instability of the tire market.Therefore,tire companies in the business process,it is necessary to start from the customer perspective,pay attention to the tire business customer loyalty improvement.It is also because of this that it is critical and necessary to pay attention to the evaluation of customer satisfaction of tire enterprises.This paper takes ZC company’s customer satisfaction as the research object and applies the hierarchical analysis method and questionnaire survey method to study ZC company’s customer satisfaction.Based on the review of customer satisfaction papers,this thesis analyzes the market environment of ZC Company’s dealers and the current situation of consumer use,then sets up evaluation indexes combined with the current situation of the tire industry and customer satisfaction,and analyzes the importance of each index,clarifies the weight,and establishes the customer satisfaction evaluation index system,then applies the hierarchical analysis method to calculate the weight of each index and the reliability and validity test.And apply the questionnaire survey to calculate the customer satisfaction questionnaire data of ZC company,and analyze the customer satisfaction of ZC company according to the calculation results.Through the analysis of customer satisfaction of ZC company,the problems and reasons of customer satisfaction of ZC company are identified and analyzed.Based on the above research results,the product satisfaction,sales satisfaction,service satisfaction and other angles to improve,to strengthen the product satisfaction strategy.In this paper,we analyze the current situation of the truck and bus tire market,introduce the theoretical system of customer satisfaction,understand the market environment in which ZC’s tire sales are located and the situation of customer groups,and complete the construction of customer satisfaction index system of ZC’s tire products.Combined with the index system given in this paper,the relative importance of each index is analyzed,and the corresponding weights of the indexes are calculated by introducing the hierarchical analysis method to measure the customer satisfaction of ZC Group’s truck and bus tires.The data analysis points out the problems of customers’ low satisfaction with the sales as well as the service of ZC company’s tire products.Combined with the survey,the reasons for the problems of ZC’s customer satisfaction survey are analyzed,and the strategies for the improvement of ZC’s truck and bus tire customer satisfaction are proposed.It is hoped that the research and practice of customer satisfaction improvement of ZC Company can provide practical cases for the tire industry and inspire the practical training and consulting work of tire industry practitioners.