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ZD Company Customer Satisfaction and Loyalty Evaluation Research

Author: WeiJuanFeng
Tutor: FengDeXian; QiaoGuangHui
School: Henan University of Technology
Course: Business Administration
Keywords: Customer Satisfaction Customer Loyalty Customer Satisfaction Model Empirical research
CLC: F274
Type: Master's thesis
Year: 2012
Downloads: 4
Quote: 0
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Animal husbandry industry in China is still in the transition phase, as animal produce consumption growth and large-scale standard breeding promotion, commodity feed demand in quite a long period of time will continue to grow, feed industry also gradually to scale, intensive development, maintain the rapid integration of the development trend. Market competition is more and more intense, how does feed business in great competition in the market share a cup of a thick soup? Is every entrepreneur must consider the priority among priorities, with the development of the market, customer satisfaction and customer loyalty is taken seriously to rise gradually。In this paper, summing up the customer satisfaction and customer loyalty on the basis of the research, mainly to customers, combined with ZD company sales performance, simulation construction can influence the ZD customer satisfaction factors system model. According to the construction of model, design for ZD company sales model of the customer satisfaction survey, ZD company in the customer groups to carry out the investigation, combined with the empirical research results, using the relevant theories and the chart, to analyze the influence of ZD customer satisfaction and customer loyalty factors, system analysis and put forward to promote the ZD company and customer satisfaction loyalty strategy, so that enterprises can in the fierce competition environment, remain invincible.Through this study, conclusions are drawn as follows:(1) the ZD customer satisfaction are the determinant:the core value of products, brand image, marketing services and promotion factors directly influence customer loyalty; customer satisfaction.(2) the current ZD feed company customer satisfaction level is low, the core value of products and marketing services to customers have a larger influence factors need to continue to maintain and improve.(3) ZD customer loyalty increases with satisfaction.

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CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
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