The Empirical Study Of Promoting Guang Zhou Immigration Inspection's Customer Satisfaction

This thesis adpots a methodology of using theory, method and application of knowledge as the master line to organize the whole paper. As for the evaluationof customer satisfaction of service of Guang Zhou Immigrationg Inspection(GII), my analysis bases on two perspectives. One is coming from knowledge, the other is from theory.First, in this thesis, I critically evaluate and analyse our current research on customer satisfaction and public service. Then, from the angle, filtering out the evaluation Guang Zhou Immigrationg Inspection organs of the quality of service, and on this basis, built for Guang Zhou Immigrationg customer satisfaction at my own functional testing model;Finally, I use the case of how PanYu Immigrationg Inspection ways of improving service as proof.Through questionnaires, basing on my research on current service performance of Guang Zhou Immigrationg Inspection. I construct the evaluation system for customer satisfaction of GuangZhou Immigration Inspection and put forword the basic composition, principle and process of the system.By introducing some international models for customer service such as SCSB,ACSI,ECSI, we base on those models in order to construct an appropriate evaluation model of customer satisfaction for Guang Zhou Immigrationg Inspection. The model should consider four crucial index which will impact customer satisfaction which are service attitude, service quality, service efficiency and public interest and value. I construct 17 evaluation standards from those four index.Another mothod for customer satisfaction is AHP. It can calculate complicated index and ditermine weightings of each index.As for the case PanYu Immigrationg Inspection , by using questionnaires, I collect data and quantitify survey results. Then I evaluate the current performance of customer satisfaction of PanYu Immigrationg Inspection.The thesis focuses on the method of customer satisfaction of Guang Zhou Immigrationg Inspection and lists models for how to evaluate. According to the results of the model, it puts forward the current service performance of PanYu Immigrationg Inspection which belongs to Guang Zhou Immigrationg Inspection. This thesis is very practical in guiding Guang Zhou Immigrationg Inspection to improve current service.