The Customer Satisfaction Research Of Passenger Transpotation Enterprise, Xi Chang

In1980s,the overall quality management was regarded as the best Source of competitive advantage. However, entering the 1990s, the high-quality standard has changed from the products and service's"zero blemish", "do well at the first time"to the "overall customer satisfaction". And the customer satisfaction research has become more and more popular with enterprises. This essay intends to help a certain enterprise to find out how to improve its service quality management, raise the customer satisfaction degree through some particular analysis (mainly study its pass anger transportation), also hope to discover the general regulation of those factors. Chapter1 mainly discuss the background of this essay, introduces the development of the customer satisfaction research, the frame, methods and structure of this article. Chapter 2 is about the concepts of service. Customer satisfaction, its importance to a enterprise, the characteristics of a business enterprise compared with other type ones. Chapter 3 us trying to do the customer satisfaction research and analysis based on a concrete enterprise. Make a investigating plan first, carry on the reacted calculation then, get a total satisfaction index number and the item index numbers, make a judgment which is needed to be improved urgently, which can make was of the resources appropriately, which can continue to keep the advantages. Chapter 4 will put forward some suggestions and policies based on the analysis results of chapter 3, to improve customer satisfaction. Mainly including: to establish passenger transportation service quality system, to deal with the complaints from the customer appropriately, to implement the social service promise, to maintain vehicle by adopting...