The Study Of Customer Satisfaction Indexes System Of JZ Center-aircondion

The essence of competition is gaining human resources, which means that if enterprises want to succeed, they must get more outstanding employees and loyal customers. The way to get loyal customers is making the products /services satisfy the need of customers and creating the highest level of customer satisfaction. However, anything or any action of enterprises seems to induce the customer's un-satisfactions. The manager really doesn't know what to do when he faces with the lost of old customers.Taking a center air-condition plant as an example, this article will try to study the problem which many Chinese enterprises are facing. The paper focuses on analyzing the elements of influencing the degree of CS and put forward the opinions that constructing the system of CSI is the basis of implementing the strategy of CS. Combining the qualitatively and quantitative methods, the paper has deeply discussed how to construct the system of CSI and how to apply the system of CSI .In the same time, offering the way of implementing the strategy of costumer satisfaction.The paper has discussed how to construct and apply the system of CS through five parts. Part I has introduced the industry background of center-aircondion and the history and status quo of JZ. At the same time, the paper analyzing problems faced by JZ center-aircondion. Part II has put forward the opinion that how to solve these problems. Basing on analyzing the special condition of JZ, Part III hasdeeply discussed the importance, principle, process of constructing the system of CSI. Part IV has discussed the related problems how to apply the CSI. In the last part, the author has found the approach of increasing the degree of CS.The construction and using of CSI is a relatively new topic. Especially there is no model about the indexes of satisfaction gene. So the contents of the article must have some shortcomings, I sincerely hope teachers will give me more instructions.