L-certification Consulting Company Customer Satisfaction Index Research

Under the rapid development of market economy, enterprises are increasingly concerned about their target customers, recognizing that customer satisfaction is one of the important factors affecting profits obtained. Customer satisfaction is the product of market economy, competition, enterprise valuable intangible asset, has become a measure of good or bad quality of the product or service standards. Run core business is to understand customer needs, meet customer requirements and continuously improve customer satisfaction for enterprises to create unique core competitive advantage and win long-term development. So, for certification consulting market is also true. With certification consulting increasingly competitive market, customers view the certification company legitimacy and influence at the same time, more emphasis is whether the certification company can provide a variety of services, whether the services provided will be recognized and satisfied customers. So, how objectively measured customer satisfaction system and enhance customer satisfaction has become one of the important work of the certification advisory body to be carried out. Enterprise users are certification advisory body of the target customer base, but also the ultimate evaluator quality of its services through corporate user satisfaction survey to understand how the quality of service provided by the certification advisory body, what are the problems, in order to take appropriate solutions to improve customer satisfaction, bringing a steady stream of profits for the certification advisory body.At present, domestic and foreign scholars on the Customer Satisfaction Index is very large, but research on how certification consulting industry evaluation of customer satisfaction index is relatively small in the literature. Therefore, this study has practical significance to that L certification consulting firm to provide a Customer Satisfaction Index Model and Evaluation System on how to measure and improve customer satisfaction provides a theoretical basis, with a view to L certification consulting companies help in the fierce competition in the market, but also for industries and enterprises for reference.The main contents of this paper are:firstly reviewed the customer satisfaction, customer satisfaction and other related theory, understand the basic situation L certification consulting firm, based on the discovery of L certification consulting company in terms of customer satisfaction with the problems. Second, the combination of relevant literature related businesses findings and certification consulting industry characteristics analysis based on the customer satisfaction index model was constructed and Evaluation System L certification consulting firm. Again, three of the 20 evaluation in the form of a questionnaire survey conducted customer satisfaction surveys, using SPSS20.0 statistical software to analyze the results of the questionnaire data were reliability analysis, validity analysis, descriptive statistical analysis, correlation analysis, and using AHP to determine the weight of each index weight levels, according to the weighted average method calculated L certification consulting firm Customer satisfaction index. According to the results, for L certification consulting company how to improve customer satisfaction put forward some suggestions and strategies. Finally, the results of this study are summarized and found insufficient, and the future direction of efforts to make improvements.Results of this study will help make L certification consulting company to identify the key factors which affect customer satisfaction, how to use the evaluation model and statistical analysis tools to investigate, and measuring customer satisfaction is determined by measuring the various indicators and quantitative weights calculated the L certification consulting firm Customer satisfaction index. With this result allows L certification consulting firm intuitive understanding of customer satisfaction, to adopt targeted, quantitative, specific measures in order to enhance its customer satisfaction; in the face of fierce market economy certification advisory We can establish a clear, aggressive competitive strategy, enhance their market competitiveness, in order to maintain a certain market share obtained by corporate profit growth, achieve the goal of long-term development strategy.