Research On Customer’s Satisfaction To SHARP LCD TV

China’s color TV market is one of the most competitive markets in the world.Enterprises have developed from product-based competition to customer resource competition,and customer satisfaction is related to the rise and fall of enterprises.As the world’s famous "father of liquid crystal"--sharp company must grasp and meet the needs of customers,maintain old customers,and explore new customers in order to gain competitive advantages and achieve sustainable development if it wants to remain invincible in the fierce market competition.By conducting customer satisfaction research,enterprises can timely grasp consumers’ awareness,satisfaction and loyalty to brands and products,examine the advantages and disadvantages of enterprise operation,and put forward targeted suggestions for improvement.Firstly,this paper reviews and sorts out relevant theories of customer satisfaction,and summarizes the development status of content analysis theory.Based on the customer satisfaction evaluation model established in previous studies,and combined with the characteristics of sharp LCD TV and the content analysis of product comments on the e-commerce platform,a customer satisfaction evaluation index system of sharp LCD TV was constructed.Using analytic hierarchy process to weight the index;Thecustomer satisfaction score of sharp LCD TV is finally calculated by quantifying text data through emotional analysis and value assignment of comment statement.The key factors affecting customer satisfaction were identified by using the method of quadrifid graphs model analysis,and corresponding improvement suggestions were put forward.This study provides enterprises with corresponding improvement countermeasures,which is of great significance for enterprises to enhance their core competitiveness and increase their market share.