Zhengzhou City, Western Industry Customer Satisfaction Survey And Analysis

Activities of enterprises start from the need of customers and end at their satisfaction. So to meet customers' satisfaction becomes the essential factors. The customer satisfaction theory was first brought up by American scholars, then applied by many developed countries. Since 1990s, it has become popular in business as a new business culture and management philosophy. Systematic models and methods of operation were created. The research and application of customer's satisfaction theory have been nearly 20 years in China and it has been used successfully in some fields.Zhen Zhou western food industry is a free competition market. Owners and managers are eager to find methods and tools to improve their managing skills under fierce competition pressure. This paper offers a analytic report which is based on the current situation in zhengzhou western food industry after the design of thequestionnaires and on-the-spot research.The author has consulted much materials and literatures, also referred to the CSI successful cases in other industries , and then the author has done some research on the whole western food industry in Zhenzhou ,especial the three name brands, Jienong , Shangdao , Diou . By the method of level analysis, the author established the CSI system, and also designed the questionnaires on the western food restaurants in Zhengzhou . although the author has distributed 600 questionnaires , and got 418 valid ones. After processing the data, the author found out the different problems with different restaurants, and also offered some useful improvement measures for the restaurants.The features and innovation points of the article : (1) based on the models of CSI ,by the means of level analysis method , the author designed the CSI system for the western food restaurants in Zhengzhou. (2)by direct caparison and analysis of the data , the author got the coefficient of different items (3) the author offered the analytic report CSI on the western food industry in zhengzhou .The article takes the method of CSI evaluation method in the industry for the first time, and designs the CSI system for the restaurants in Zhengzhou .The article offers a useful tool and method not only for the restaurants but also for some other industries .