The Research On K Elevator’s After-Sales Service Based On Customer Satisfaction

Recent years, the rapid development of real estate industry of China has leaded the development of elevator industry. Our country’s elevator market has changed seller’s market to buyer’s one, the focus of industrial competition has also changed original product technical functions to customer service. Shanghai has come out in front in the economic development as well as financial market sophistication, as a result, the development of elevator industry in Shanghai has received lots of attention from various devices.Customer is one of the most important capital to most of the enterprises and plays more and more significant role in fierce market competition. Under normal circumstances, customer satisfaction refers to when customers possess or enjoy one product or service, they feel satisfied or dissatisfied, just like utility levels in economics. Essentially, customer satisfaction is subjective feeling, emphasizing the emotional expression customers to productions, services and enterprises. Since the theory of customer satisfaction emerged, it has became the key point in market research as a result of the importance of customer. The article based on the competition situation of elevator market in Shanghai, taking K Elevator for example, adopting questionnaire and interview, holding a survey between the customers in K Elevator, discussing the current situation about customer satisfaction in the area of after-sale service, finding the potential issues and reasons, put forward the "maintenance contractor+after-sales department" pattern and methods to enhance the customer satisfaction, to increase the ability of market competition.The result of this article can help improve after-sales service quality of K Elevator, enhance the level of customer satisfaction in after-sales service, so as to improve the level of customer satisfaction in all elevator products. In a word, the result of the article has vital reference for the study of enterprise customer satisfaction and after-sales service reconstruction for other enterprises in elevator industry and other industries.