Petroleum Machinery Manufacturing Enterprises In China, Customer Satisfaction Research

On the condition of the buyer's market where a customer has been the most import 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 the common depression of the whole petroleum machinery manufacturing industry, it possibly be more likely to be unfeasible for a firm 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, China's petroleum machinery manufacturing enterprises 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, a petroleum machinery manufacturing enterprise of our country 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 its sustained development.In short, focused on the customer, with the primary purpose of Customer Satisfaction as its operation, continuously improves its Customer Satisfaction Degree (abbreviated as CSD) and Customer Loyalty Degree, (abbreviated as CLD) which is not only the basic principle of operational activity on petroleum machinery manufacturing enterprises, but also the key to strengthening the markets, broadening the markets and persisting the markets.This paper applies the theory of Customer Satisfaction Degree (abbreviated as CSD) to China's petroleum machinery manufacturingenterprise, starts with two points of views, namely internal customers and external customers, based on the preface and the summaries of Customer Satisfaction Degree on petroleum machinery manufacturing enterprises, mainly explores three questions, which include the researches of models on petroleum machinery manufacturing enterprises, Customer Satisfaction Index (abbreviated as CSI) on petroleum machinery manufacturing enterprises (abbreviated as PMME) and its Implementation.First of all, on the ground of the summaries of the models on CSD, it puts forward a new model on CSD, which is combined with the property of PMME, sets up a comprehensive and systematical model on PMME, and have certain analyses of its CLD by identifying and analyzing its consumers and their characters.Second, on the base of the Employee Satisfaction Degree (abbreviated as ESD) combined with the practices of PMME, the paper constructs /sets up the model on ESD of PMME and have some analyses on its Employee Loyalty Degree (abbreviated as ELD).Then, on the ground of the existing researches materials on CSL the paper takes PMME, Petroleum Machinery Manufacturing Industry (abbreviated as PMMI), consumers, employees etc into account, builds up the model on the CSI of PMME and has it analyzed with definite cases.After that, it analyzes the problem that petroleum machinery manufacturing enterprises bring CSD into effect. It sets up their strategy of Customer Satisfaction, establishes the tactic systems on their enforcement and points out some problems that should be noticed in practice.Finally, the paper reaches its research conclusions.