Based On Customer Satisfaction Of The Tobacco Monopoly System

With China's accession to the WTO, the tobacco industry will be bound to gradually opening for the world. When the protected period of entering the WTO ends, foreign-funded enterprises will run into China and open the door of Chinese cigarette market. To study the customer relations is very important, because the tobacco industry's competitiveness is mainly about the competition of customers who contact directly with consumers. On the current situation, there exists instances which customer satisfaction is not high in the Chinese tobacco industry.Around the research on business and customer relationship, in the past, scholars easily research from the general level of market, however, according to the status quo about Chinese tobacco industry, my study is considered that market's problems which seem simple can be deep into the institution of Chinese tobacco industry. If we want to solve the customer crisis the Chinese tobacco industry faced after entering the WTO, we must study the perspective of customer satisfaction from the view of the Chinese tobacco monopoly system.This paper, based on the practice about the tobacco industry in Huaihua, Hunan Province, researches Huaihua tobacco cigarette customers, analyses the existing monopoly system systematically in our country's tobacco industry, some relevant theories and a great deal of information scientifically received through the social survey, then finds the influenced facts. The results show that: the reason why the customer satisfaction in China's cigarette tobacco is a little lower does not connect with the lack of services, but focuses on that the brand of cigarettes and the source of goods are out of line with market demand, the root of the reason is problems of our tobacco monopoly system. At last, this article finds some solutions to the problems from the system level, and makes some suggestions to improve customer satisfaction.