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Yunnan Changming Pharmaceutical Co., Ltd. , customer satisfaction system

Author: HuZhiYu
Tutor: ZhangWuYi;ZhangJuWei
School: Kunming University of Science and Technology
Course: Industrial Engineering
Keywords: customer satisfaction degree Kano model demonstration
CLC: F721
Type: Master's thesis
Year: 2007
Downloads: 120
Quote: 1
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Abstract


Since mid 1970’s, customer satisfaction (CS) has been a focus of marketing research. Many researchers have done a great deal of researches, and have advanced our knowledge. In 1989, Sweden built the Swedish Customer Satisfaction Index (SCSI) model first. Then, America built the American Customer Satisfaction Index (ACSI) model in 1994. Europe built and run the European Customer Satisfaction Index (ECSI) model in 2000. Since end 1990’s, China began to study customer satisfaction index. In 1995, Professor zhao (Tsinghua University) introduced CS concept into China. Base on learn the ACSI, they built the China Customer Satisfaction Index (CCSI) model. CCSI model is build by Chinese situation. It can be guide study of CS.Great changes have taken place in the market status and buyers’ market has formed with the development and perfection of domestic market economy system. How to satisfy the customers has become a critical factor, which can determine the survival and development of enterprise. Therefore, more and more small- and medium-sized enterprises pay attention to build the CS degree system in them and actualize CS degree strategy. It is not a long time for China to import CS concept. There are a few enterprises built CS system. However, the small drug distributors have never built CS system. In this investigation, we will found the way to built CS system in the small drug distributors. The method of building CS in the small drug distributors can be explored through the investigation, during which Kano model can demonstrate the CS system and confirm the critical indexed affecting the medium- and small-sized enterprises. It can provide pertinently for customers with satisfactory products and services. At the same time, it can help them to develop.

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CLC: > Economic > Trade and Economic > China's domestic trade and economic > Commercial institutional and organizational
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