Evaluation And Analysis Of Factors On Customer Satisfaction Of Private Gas Stations

In the past 10 years,China's car ownership has shown explosive growth,and the demand for refined oil has increased accordingly.As a gas station for refined oil retail terminals,it is the last gateway for refined oil to enter the market,and it is also the first window for customers in the retail channel.Competition is bound to become more intense.Therefore,studying customer satisfaction and improving the competitiveness of gas stations have become an inevitable choice for the survival and sustainable development of gas stations.The thesis first conducts a satisfaction survey with M private gas station customers as the research object,based on the evaluation system of influencing factors of private gas station customer satisfaction.And secondly,based on the reliability test and validity test of the questionnaire data,Do descriptive statistical analysis and non-parametric test.Then use Bayes method to evaluate the satisfaction of private gas station customers.Finally,in order to study the internal network structure of customer satisfaction factors,the DEMATEL model is used to analyze the influencing factors of M private gas station's customer satisfaction.The study found that the petrol station had problems in new customers,Propaganda and promotion.There is no significant difference in the impact of gender on customer satisfaction of private gas stations,but there are significant differences in satisfaction of cities and user types.92.43%of customers are relatively satisfied with the gas station,and 7.57%of customers are not satisfied with the gas station.The empirical results show that the after-sales service has the highest centrality and the product experience has the highest degree of reason.The indicators with the highest degree of reason include oil quality,convenience of the location,and promotional promotions.The center of the degree is the speed of complaint handling,complaint handling opinions and customer return visits.The research on customer satisfaction of private gas stations based on the evaluation system is still immature,and scholars continue to make new attempts in research methods.This study provides a new idea for the research on customer satisfaction of private gas stations,and it is expected to be helpful to the improvement of customer satisfaction of private gas stations.