Reborn Machinery To Customer Service Satisfaction Factors And Countermeasures

With China's Accession to WTO (World Trad Organization), the enterprises are faced with furious market competition, and after-sale service has become the important way to face furious competition and the major path to develop enterprise core competitive power. Otherwise, the after-sale service of most enterprises hasn't gained the customer's acceptance at present. Making a comprehensive view of the after-sale service provided by manufacturing enterprise in our country, it is worrying that the good and bad are intermingled.Shifang Railway-Helper Machinery Co., Ltd is a company which integrates middle-small track maintenance machinery in railway, research and development of measurement-control product and sale. The raise of train speed has brought forward higher require to railway equipment of maintenance. So, the quality of equipment, especially the development of after-sale service level has become the key problem of development to the company.After-sale service is the tache of which enterprise contact the customers. The after-sale service with high quality could enbody the management idea of"based on customer"and maintain the customer's high loyalty best. To the enterprise, good after-sale service could advance the satisfacation degree of customer and their loyalty to company, consequently, increase enterprise market possess rate and let enterprise earn a profit, then provide a base of product quality improvement and brand building. The satisfied customer group is the invisible economic assets and the primary source of long-term development of enterprise. The customer satisfaction degree management and appraisement have important effects to advance enterprise competitive power. The customer satisfaction index (CSI) not only affects the business efficiency of enterprise, but also indicates the economic development current of enterprise in a great many circumstance.The subject investigated of this research is the satisfaction degree of after-sale service of Shifang Railway-Helper Machinery Co., Ltd. According to theoretical analysis and interviews, it formed Customer After-sale Service Satisfaction Questionnaire. After investigating 82 customers with the questionnaire, it carried through the statistics analysis. The results of this research were as below: (1) After-sale service satisfication degree is composed by five factors: service institution, service time, service culture, service quality and customer management. (2) The mean value of satisfication degree data of samples focus on 3.12 to 4.25. The mean value of total questionnaire is 3.62, and it leans to satisfaction level.(3) The order of customer satisfication degree of after-sale service of Ruibang company is as this: service quality, service culture, service institution, customer management, service time.Based on the research results, Shifang Railway-Helper Machinery Co., Ltd should improve its service time, customer management and service institution, and establish interactional professional service system, standardizationlize after-sale service, innovate after-sale service content and system, and construct after-sale service information management system or use business intelligence (BI) if it is possible.