Index System Of Customer Satisfaction Measurement In The Service Industry And A Case Study

It has become a serious problem as how to improve the competence of service industry and develop it more rapidly since it plays an important role in maintaining continuous development of national economy in China. Under this background, this paper plans to make a deep study to theory of the Customer Satisfaction Measurement based on the introduction of customer satisfaction in service industry. The main work and studies include the following:1. The author discusses concretely the background, foundation of theory and significance of the study, and then bounds the content of the study.2. According to the new development of current quality management theory, this article concludes the meaning and characteristics of Service Quality, clarifies the relationship between the Customer Satisfaction Measurement and Service Quality, and talks about the current situation of Customer Satisfaction Measurement in service industry as well.3. Based on study of the common steps of Customer Satisfaction Measurement by foreign scholars, the author draws a process graph of Customer Satisfaction Measurement.4. By studying the empirical case of customer satisfaction measurement from the optometry center in Tianjin optical hospital, the author constructs an index system of Customer Satisfaction Measurement for glasses chain shops. The author designs a questionnaire to investigate customers, and analyzes the results of the quality, effectiveness and relativity by using SPSS 11.0, and it testifies that the index system is reasonable and practical. On this basis, the author calculated the Customer Satisfaction of each department and that of the whole hospital, and then used SPSS 11.0 to do Judge Analysis which identifies the key indexes;and Quadrant Chart Analysis which finds out the advantage and disadvantage of service quality of glasses multiple shops.5. Finally, according to the Index System of Customer Satisfaction Measurement and its applying method, which are two main conclusions of this paper, this paper pushes out the imagination of making further study into them, and takes an outlook of its future application in the service industry such as in glasses chain shops.