| Along with the development of the social productivity and the end of the lack economy, the relationship between the consumer and the producer has changed greatly. The economic age in which the production decides demand is over. The new economic age in which the production depends on demand takes its place. In another words, the product centering transforms into customer centering. In order to get the upper hand in competition, enterprises begin to value customers, study customers and focus on consumers during the process of designing, manufacturing and marketing product. The theory of Customer Satisfaction (CS) Management has developed under these circumstances.Practices indicate that CS will bring huge benefits to the enterprise mainly in two aspects: finance and non-finance. On one hand, in the aspect of non-finance, CS promotes customer consumption. The customer is willing to repurchase, then sticks to the product. The purchase brings the surprise and joy and consequently, customer's loyalty to the enterprise comes about. On the other hand, in the aspect of finance, CS and the index of the company's economic benefit have an obvious relation, according to the analysis of the United States and the Swedish companies. The customer satisfaction increases the economic performance by way of the ROI, the stock price income, market share, and the increase of the net asset value. The changes brought about by CS have their reasons. CS takes hold of the feature of modern economy. It reflects the cultural concept of overall customer orientation. CS represents the modern advanced managerial method and concept.As the China's entry into the WTO, Chinese economy gradually and eventually will melt into the world economic system. It is no longer helpful Lingering in understanding and evaluating Western operation concept. We have to dance with the global competitors on the same stage and compete under the same rules. Thus Introducing and putting in use the advanced methods and theories are the proposition of international competition. In the study of Chuncheng Pharmacy, we perceive the outdated concept in the firm and the problems it triggered. Through our study, we find that Chuncheng Pharmacy still stays around the company oriented stage which regards enterprise as the operational center. They do not discern the customer-firm relationship in terms of strategy so that lead to quick turnover of employees, loss of customers and decrease of profit. To make a change, customer centering concept should be built up. The firm should make full use of its resources priority and take the advantage of GSP certificate. It should make the service and the customer satisfaction as the start point and the final goal, develop the CS management , and it will not fail in the competition .Under the premise of changing the concepts, the measuring method towards customer satisfaction become the key issue. Then the next is to find the problem existed in the firm, namely what method that we can use to find and solve problem.The theory of Double Factors is to study the personnel satisfaction and dissatisfaction. In the 1970's, Japanese scholar Karno made use of the double factors theories in exterior customer management and brought up the " Karno Model". We use the model to study the external CS of Chuncheng Pharmacy. The internal employees' satisfaction is influenced by various factors Due to the individual difference. The reason that the employee satisfied with the work is quiet different and mix up with the emotion's factor. Personnel satisfaction is not quite clear and definite either in intension or extension. At the same time, it is difficult to distinct among the different factors .So we utilize Wang Wenhui's model of Two Levels Vague Complex Evaluation established under the guide line of Double Factors Theory to measure the customer satisfaction . The employee's overall satisfaction is in below the eligible level. The firm scores high points in terms of enterprise's system and the employee's involvement (...
|
PDF Full Text Request