Project Quality Management In The Northeast Pharmaceutical Group New Construction Project

With today’s increasingly international courier service differentiation is small, theenterprises’ goal has transferred from the pursuit of market share (market share of thenumber) to the number of loyal customers (market quality). At present, in the environment ofsharp competition, customer loyalty becomes the key factor of enterprise’s development, it isthe source of the competitive advantage of one company, and it is also the important originof business profit in the long term.In this paper, we study the customer loyalty of A International Express co., LtdShenyang branch, based on the theory of customer loyalty, through customer interviews tounderstand the customer’s status and the true of the loss of the customer’s loyalty, thenanalyze the reasons for customer disloyalty, and identify the present problems; and through alarge number of questionnaires we collect the statistics, then, we analyze the customerloyalty from both theoretical and practical aspects. After analyzing the impact factors ofcustomer loyalty of many factors, this paper chooses the switching costs, customersatisfaction, consumer relationship, customer value as evaluation index, and build theevaluation model of customer loyalty. Based on the basis of the establishment of evaluationindex system, we use set-valued iterative method to determine the index weights, then usingfuzzy comprehensive evaluation method to get the A International Express co., Ltd Shenyangbranch customer loyalty is not high, and we choose the minimum value for each indicator todesign some measures to improve the customer loyalty of the A International Express co.,Ltd Shenyang branch, such as intensify the propaganda, increase switching costs, improveservice levels and enhance customer relationship management.The improvement of customer loyalty in this paper is not only the guidance of AInternational Express co., Ltd Shenyang branch, but also the reference of the same industry.