M Company Customer Satisfaction Degree Evaluation System Research

IT Industry is a new industry growing up with internet and information technology being used widely. Especially in near two decades, its enterprise quantity and operation achievements are both rising up abruptly and growing into a new economy gradually. At the beginning of IT enterprises evolution, it featured high growth and high profit, which caused lots of enterprises focus on short-term benefit and ignore customer services management. However, with further development of IT enterprises, more and more dissatisfaction and complaint are given by customers to related products and services of enterprises, which cause severe impact and restriction on the continuous and stable development of IT enterprises. Meanwhile, China market economy development is more rapid and market competition is more furious; the competition method is converted from traditional product and technical competition to customer-centered competition. Therefore, to set up a customer satisfaction degree system suitable to the enterprise development is the most important; it’s good to research the Customer Satisfaction Evaluation System of IT enterprises.Based on systematic research and analysis on evolution, relative concepts, evaluation methods and evaluation models and with consideration of IT industry characteristics and actual situation, this thesis selects one typical IT enterprise M company as the research subject. M company is provided with the common characteristics of IT enterprises, universal problems and tough issues during development. Therefore, the discussion and research on the customer satisfaction evaluation system of M company will provides higher reference value for other IT enterprises. This thesis provides comprehensive analysis on M company, presenting detailed introduction on the company current situation and problems during its development. Based on sufficient comprehension of actual operation situation of M company, the model of American Customer Satisfaction Index is improved and a customer satisfaction degree evaluation model suitable for M company is set up. Then, based the new model, a comprehensive analysis on selection and weight configuration of the principal, theory, practice and evaluation index of M company customer satisfaction degree evaluation system is done.The outstanding points of this thesis are that it takes two core businesses of M company as the research subject and a customer satisfaction evaluation system is respectively set up for those two businesses. According to the characteristics of the two businesses, different customer satisfaction degree evaluation indexes are provided and different weight is given to each index. By customer scoring on each index, the core of comprehensive customer satisfaction degree on the two businesses is finally summarized. Meanwhile, based on M company current situation, a detailed analysis on the reason that why scores of those indexes of two businesses are different. Finally, a comprehensive evaluation on the integral customer satisfaction degree of M company is provided based on those two modes; the problems in M company customer satisfaction degree system are found out; corresponding solutions, methods and strategies are put forward to relevant problems. The purpose of this thesis is to provide a certain hint and reference suggestion to customer satisfaction degree evaluation system establishment of IT enterprises and strengthen the comprehensive competitive power of IT enterprises.