Study On The Measurement Of Customer Satisfaction And Business Performance Management

The evaluation of customer satisfaction is studied by combining with performance management for service enterprises in this paper. It puts emphasis on two aspects :the first is the measurement of customer satisfaction ,which includes the establishment of satisfaction indices system ,service quality evaluation system and the calculation of satisfaction index; Another one is how to carry out performance management with the help of results of customer satisfaction evaluation.This paper begins with the summary of concept model and evaluation model of customer satisfaction theory and its measurement methods ,and introduces the measurement model and evaluation indices system used in this paper; Then it explains how to analysis the results by using the matrix of satisfaction-importance with the combination of classify of measurement indices; and when it comes to the research on the value relationship between customer satisfaction and performance ,this paper establishes the shine model ,which describes the relation between satisfaction indices, service function and enterprises' activities . Then it conies up with the thoughts system of performance management for service enterprises. At last, it analysis' the present situation of customer satisfaction with Shijiazhuang Branch of Railway Communication and Information Co.ltd .