| Under the current situation of the products seriously supply exceeds demand, the buyer's market is occupying the leading position more and more, the competition ways of enterprises are changing fundamentally: Carry out the transition to customer's satisfactory competition from the competition of the products. Such new competition situation requires enterprises to implement customer satisfaction to manage. at the same time, setting up complete customer satisfaction test and assessment system and guarantee system has greater academic value and practicing meaning. As to ZiYang Locomotive Works, if can adjust- one's own operations objective and tactics as soon as possible, pursue idea of customer satisfaction, implement customer satisfaction to manage, could establish the new competition advantage, realize the winning together of the enterprise and customer.This paper aims at making an analytical research on measurement index system of customer satisfaction and the methods applied in Z i Yang Locomot i ve WorksFirst it explains meaning of customer satisfaction test and assessment at first, has pointed out the importance and necessity of the enforcement of customer satisfaction test and Assessment in Z i Yang Locomot i ve Works. Then, On the basis of literature review and an investigation of the actuality of measuring customer satisfaction in ZiYang Locomotive Works, the author identify a few main existing problems .In order to resolve the problems.The author present a measurement index system, and a questionnaire transformed from the system.. The author make a reliability analysis and a regression analysis on the data obtained through a questionnaire survey on customers. The results indicate that the measurement index system is reasonable and applicable for Z i Yang Locomotive Works,At last, With the outputs of the foregoing research, the thesis proceeds to bring forward suggestions to improve customer satisfaction degree and strengthen enterprise advantage and position.
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