A System Research For Evaluating Xi’an Economic&Techn Ological Development Zone Enterprise Satisfaction

Nowadays, customer satisfaction is generally used as a comprehensive indicator to evaluate product and service quality by enterprises, government or other public services departments. Especially, studying and promoting customer satisfaction is propitious for government to meet enterprises’investment and operation demands, to supervise and improve government working level, and to provide better service and environment for people and society. Taking customer satisfaction as government’s ultimate working aim and putting modern enterprise’s core concept of supplying qualified service to customer into government’s decision and execute system are very important for economic and development zone whose operating and management system are closer to enterprises. No matter in practice or in theory.First, this paper is theoretically based on customer relationship management and customer satisfaction, and Xi’an Economic&Technological Development Zone Enterprise Satisfaction Model is established through making contrast with domestic and overseas’major and advanced customer satisfaction models, and analyzing the relationships among satisfaction variables which comes from enterprises in the zone combined with its own characteristics as a representative organization of Xi’an Municipal Government. Second,60above designated size enterprises are chosen to fulfill the questionnaire so as to acquire accurate data. Third, using SPSS to process the data by descriptive statistical analysis, Xi’an Economic&Technological Development Zone Enterprise Satisfaction Index System’s rationality is analyzed by the reliability and validity analysis, the principal component analysis and the least square regression analysis, then, the test result is got. Finally, according the result, taking the most important factors like perceived quality, perceived value and corporate image into consideration, an updated program is designed to promote Xi’an Economic&Technological Development Zone Enterprise Satisfaction via providing more qualified service by the zone.