A Research On Customer Satisfaction Index Of Tsing Hua Swear Software Company

This paper presents the customer satisfaction index evaluation system of Tsing hua swear company based on CRM theory, ACSI model as well as the characteristics of software industry. In order to evaluate customer satisfaction of swear company, this paper measures the weight of index system rendered above by the method of AHP. As a result, the measurable and complete customer satisfaction evaluation index system is constructed.Then this paper measures the customer satisfaction level of swear company according to the index system built above. The measure processes are as follows. 1. Design, distribute and statistic questionnaire; 2. Make an exploring factor analysis towards customer satisfaction index of swear company; 3. Analyze the result of questionnaire survey and evaluate the actual customer satisfaction level of swear company.The main results of this paper are as follows.1. This paper presents the customer satisfaction index system of swear company according to the characteristics of software industry and enterprise itself.2. This paper proves the evaluation index system of swear company is reasonable and effective.3. This paper presents a common method of measuring customer satisfaction through constructing index system, confirming weight and evaluating the results of questionnaire survey. 4. This paper evaluates the actual customer satisfaction level by the method rendered above and identifies the key factors which influence the customer satisfaction of Tsing hua swear company.