Study On Customer Satisfaction Of Beijing Electric Drive System Company

On the basis of integrating the home and overseas research results about CS (customer satisfaction), the paper puts forward the theory of CS, and applies the theory to analyze the actual problem in Beijing ABB electrical driver system company, an international industrial manufactory company located in China. The author presents a measurement index system, including multiple layers and a questionnaire with its sample volume, sample structure and sample method. The author also uses SPSS11.5 for Windows to make an analysis based on the data, that proves the model and data reasonable and reliable.The author gets the customer satisfaction of the company on the basis of the weighing of every factor and the data from the questionnaire. Then the author presents two methods of analyzing the data obtained through the investigation.With the output of the study, the thesis proceeds to bring forward suggestion to improve the customer satisfaction of the company. At last, the author summarizes the study and points out some shortcoming.