An Empirical Study On Customer Satisfaction For Water-supplying Enterprises

For a long time, our country has been regarding the water-supplying trade as a public cause all the time, so the government is responsible for investment and running. Cheap water price causes water-supplying enterprises' very much small profit, so there are not enough funds for the enterprises to transform and build facilities. Hence it causes the lack of water to be very serious and has the great negative effect on the water-conservation and the sewage problem of the city. After the national reforming and opening-up, economic development has driven the big increase in the water-using volume in industry and living. So the pressure on the water-supplying enterprises' development is produced. But its inherent system and operation mode have not met the need of economic and social development; therefore the market-based reform must and has taken off. To any water-supplying enterprise in market, customer satisfaction is a priceless Asset. The water-supplying enterprise is not exceptional. Moreover, water-supplying business has a close connection with the social stability and people's life. So customer satisfaction is not only substantial to enterprises'profits but to the social improvement and the government administration. In my paper the empirical method is used to study the subject. At first the current situation and development and the market-based reform of water-supplying trade in our country are briefly summarized. And then the research meaning of this subject is expounded, especially the importance of assessing and measuring customer satisfaction to enterprises, customers and governments is emphasized, thus the necessity and importance of this research is shown. Afterwards, the theory on customer satisfaction are reviewed and summed up. On the basis of reviewing the different views about customer satisfaction's definition, my own viewpoint of its definition is proposed. Then this paper introduces the theory and methods on market survey of customer satisfaction and the implementing procedure. And several important relevant theories about customer satisfaction, the studying ideas-exploratory analysis and testative analysis and the statistical methods-factor analysis and structural modeling in the following empirical research are discussed in detail. In the last part of the paper the empirical study on the subject is demonstrated step by step. The content includes designing a set of measuring indexes, working out the questionnaire, surveying market, collecting and analyzing data, discussing the result. And consequently the service quality, product quality, staff quality and payment are four key factors to have a key impact on customer satisfaction. Finally some effective management and administration tactics and measures are brought up to improve customer satisfaction for water-supplying enterprises.