The Study On The Construction And Application Of Customer Satisfaction Evaluation System Of F Enterprise Based On CCMCSI Model

The trend of global economic integration is strengthening nowadays,the market has become saturated at a time of a global slowdown,enterprises in construction machinery industry are facing great difficulties and challenges with the continuous expansion of the industry scale and the industrial chain,expanding market share and pursuing higher profits are the key for enterprises to win competition.Enterprises need to actively compete for loyal customers to occupy more market share in order to pursue higher profits.Improving customer satisfaction is the only way to get loyal customers.Enterprise F is the leader in the construction machinery manufacturing industry.There is no advantage in using traditional strategies due to the limitation of its product cost structure,pursuing customer satisfaction has gradually become an important goal for its development.The author analyzes the current situation and collects and analyzes the results by questionnaire,sets up customer satisfaction evaluation system and customer satisfaction index model and has done path analysis based on the management practice experience in construction machinery industry and related literature to find out the shortage and the direction of improvement,and to make some suggestion for customer satisfaction and loyalty improvement.So as to help F to find out the real needs of customers more intuitively and scientifically and to take improving customer satisfaction as an important goal and the long-term development direction of enterprise development clearly,ensure that enterprises can maintain their vitality under the depressed economic background,and provide opportunities to win in the fierce competitive environment.A beneficial discussion is made on how to improve the customer satisfaction level through the application of satisfaction index model by taking F as an example.The paper has provided direction and data support to improve product quality,optimize product performance,and to improve service level and so on by researching and analyzing of factors affecting customer satisfaction.At the same time,it also provides some reference for the research of customer satisfaction of other enterprises in the field of construction machinery industry.