The Research Of Enterprise Diagnosis Customer Value Requirement And Satisfaction Structure

The enterprise diagnosis customer requirement determines the formation of final diagnosis plan, which is the same as "customer requirement determine the product design" by common enterprise. The core value of enterprise diagnosis is value creation for customers. The number of value creation by enterprise diagnosis will directly influence the customer satisfaction. Meanwhile, the double customer problem, the customer value diversity and the hierarchy problem by enterprise diagnosis making the research of enterprise diagnosis customer value and satisfaction more hidden and complex. However, there are four significant problems here:identification of enterprise diagnosis customer value hierarchy base on the double customer; presentation of customer value requirement; determination of value category belonging; the changing of the customer satisfaction structure in different value requirement. These four problems have been researched in this paper.Refer to large numbers of research results written by predecessors, this paper use the customer value as an entry point to research the enterprise diagnosis value and two innovative concepts are firstly presented——enterprise diagnosis customer value requirement and enterprise diagnosis customer satisfaction structure. The formation and dimension of enterprise diagnosis customer value have been discussed deeply based on the enterprise diagnosis double customer problem. As different value requirements presented by customers, This paper explores to put forward the classified reference index of the enterprise diagnosis customer value requirement. Secondly, the Fuzzy Delphi Method is used to select classified reference index, and hierarchy analysis method is also used to build the category model of enterprise diagnosis customer value requirement. Finally, the reason about difference formation of enterprise diagnosis customer satisfaction is discussed. And different customer satisfaction structures are estimated, and for example as JM Company, under the condition of high recognition value, the customer satisfaction structure variation of high base value plan and high professional value plan are provided.