Research On Customer Satisfaction Evaluation Of State-owned Gas Station

On the condition of the buyer's market where the consumer has been the most important scarce resource, at the present of obviously slow-increase of the whole global economy, especially in such new situations of China's entry WTO and State-owned Gas Stations taking on multi-polarized competition, it will be more likely to be unfeasible for an enterprise to continuously depend on the traditional operational thoughts, operational patterns, management modes so as to fulfill its long-term development because the products tend to be the same quality, the wants of the consumers increasingly tend to be personal, diversify/variable, abundant or more optional and markets-competition be more cruel.Therefore, State-owned Gas Stations must aim at the markets, customers and the future, establish /erect the strategy of Customer Satisfaction, oriented as the Customer Satisfaction Degree, stand at the angle of the customer, in their views instead of itself to take the consumers wants into account, fully respect and maintain /protect their interests. By means of periodical, comprehensive, scientific, objective and successive measurement and evaluation on the Customer Satisfaction Degree so that State-owned Gas Stations can integrate and refine upon its internal resources and external resources so as to enable itself to serve the customers wholly with its products, services, culture and so on, accomplish its Customer Satisfaction, Customer Loyalty, and their sustained development.This project begins with CS and CSD, briefly introduces the basic theory of CSD. It puts forward the problem of CSD of State-owned Gas Station. Accordingly, this paper orients State-owned Gas Station, firmly combines it with national conditions and definite characters of finished oil distribution enterprises and development situation, learn and draw lessons from advanced enterprises' experiments overseas and domestic, focused on the external consumers, from introducing the perception, posing the theory, establishing model, constructing the appraisal index system, adopting the comprehensive and appraisal methods to definite enforcement and operation, from qualitative research to quantitative research, from theoretical research to positive analyses. Finally it reaches its research conclusions.