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Based on Customer Value Sales Service Customer Satisfaction Study ZRF

Author: TianGuang
Tutor: HanYuQi
School: Nanjing University of Technology and Engineering
Course: Management Science and Engineering
Keywords: Customer Value Sales and Service Customer Satisfaction
CLC: F274
Type: Master's thesis
Year: 2010
Downloads: 159
Quote: 0
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Abstract


Customers are the source of life, the main purpose of this study is to depart from the customer 's own value , through a systematic study on customer satisfaction , revealing Xuzhou Conditioner Motor Company sales and service key drivers of satisfaction , and as a basis for improvement customer satisfaction with an effective way to guide the company practices , and improving the ability of long-term profitability . First , this paper describes the customer satisfaction and customer value connotation, discussed on the basis of customer satisfaction based on customer value formation process . Next, RT-Mart company as the research object , customer value as a starting point to establish sales and service aspects of the automotive value chain model and customer satisfaction metrics . Through the questionnaire data collation and analysis, using AHP and weighting method , the drivers of customer satisfaction from start detailed analysis of the impact of various drivers on customer satisfaction . Then , through the Customer Satisfaction Model comparison and selection, combined with the company 's actual characteristics , chosen for the study of the integrated model of customer satisfaction , the company's various products and overall customer satisfaction conducted evaluation, and use quartile figure model respectively the company's overall sales and service satisfaction and different products sales and service satisfaction were analyzed. Finally, the article clearly and closely related to enriching the satisfaction of customer value elements as enterprise customers enhance the value of the direction and ideas put forward based on the transaction value of the sales value and relationship satisfaction improvement program strategies and innovative papers presented points, and future research directions .

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