Research On Measurement Index System Of Customer Satisfaction In PC Manufacturer In China

Along with continuous and stable development in PC industry, difference of product quality and function become less and less among commodities with different brand, which make competence stronger and stronger. Many company are aware of it is the one way to get competence advantage to provide excellent service and develop customer satisfaction. But how to evaluate the customer satisfaction, there is lacking a measurement system in PC industry in China. The thesis aims at making an analytical research on measurement Index system of customer satisfaction and the methods applied in PC manufacturers in China. The author first review literatures on service and service quality, customer satisfaction theory and measurements, then analyzes the actuality of measuring customer satisfaction in China PC industry and identify main existing problems in the last, including simple measurement, old investigation content, etc. In order to solve the existing problems in PC industry, the author presents a measurement index system with four layers. A PC manufacturer 's customer satisfaction measurement multi-dimensional...