Research On Customer Satisfaction Measurement And Quality Improvement Of SKF Corporation

Quality is an eternal topic. The definition of quality is a degree of the product meeting the requirements.In the current new historical conditions, the quality gradually transforms from a small quality concept of single, meeting the standards and avoiding defect a massive quality concept of market-oriented and meeting customers'needs.It has been proven by theory and practice research of business management and quality management that customer is the basis for enterprise survival and development. If the customer is not satisfied, there is no business in the future. The customer satisfaction management is the core of quality management, and the quality managementer should become an expert of customer satisfaction management.This paper conducted a comprehensive evaluation of the status of domestic enterprises' customer satisfaction, summed up some current existed problems of the evaluation of customer satisfaction: the customer satisfaction was basically at the exploration and trial stage, and its awareness was transformed from passive to active, from negative to positive. And the paper further stressed the importance of enterprise customer satisfaction measurement.According to the American Customer Satisfaction Index (ACSI) and Chinese Customer Satisfaction Index (CCSI) survey mode, this paper designed a customer satisfaction survey mode including seven modules considered the actual situation of domestic enterprises, which are the expected quality, perceived product quality, perceived service quality, perceived value, customer satisfaction, customer complaints and customer loyalty.The paper combined the customer satisfaction survey with the enterprise status deeply, taken X company for example, showed the whole process of the survey in detail, made the structure variable analysis, variable relationship analysis, customer complaints analysis and customer feedback analysis according to the obtained survey data, guided the enterprise making corresponding improvements, which had been proved effective, and showed great economic and social benefits obtained.