Research On Customer Satisfaction Evaluation Of Shanghai Alstom Transport Electric Company

Along with the rapid advance of our country urbanization,the urban population and the increasing passenger flow,traffic jams everywhere in the major cities,In order to solve the traffic congestion and cities are actively planning and construction of rail transit,the traction equipment manufacturing enterprise to bring the unprecedented opportunity,but at the same time as many metro traction equipment companies to join,market competition becoming increasingly,Shanghai ALSTOM transport electric co.,LTD.(SATEE)as a design,production,testing,and maintenance of urban transportation traction electric equipment as the core of china-france joint venture company,with the expansion of the company's scale,the intensification of market competition and the improvement of customer requirements,if you want to stand out in the fierce market competition,you must pay attention to customers,pay attention to customers and make customers satisfied.This paper takes SATEE company as the research object.According to the customer satisfaction evaluation model,literature research method,questionnaire method,qualitative and quantitative analysis method and other research methods are used to evaluate and analyze the customer satisfaction of the company,the main research contents and conclusions are as follows:Firstly of all,the research literature on customer satisfaction at domestic and abroad is sorted out to clarify the evaluation model and method of customer satisfaction in this paper;Secondly,according to the actual situation of SATEE company,the satisfaction evaluation index was determined according to the Chinese Customer Satisfaction Index Model(CCSI),and the weight of each index was calculated by the analytic hierarchy process;Thirdly,after the reliability and validity test of the questionnaire,the customer satisfaction of SATEE company was graded and comprehensively evaluated according to the fuzzy comprehensive evaluation method,the overall customer satisfaction score is 72.34,and the rating is satisfaction,the satisfaction scores of first-level indicators are :corporate image 84.88,value perception 73.25,quality expectation 76.57,quality perception 68.82,complaint handing 79.63,and customer loyalty 66.16,Finally,through the analysis of customer satisfaction evaluation results,the causes of low satisfaction scores are clarified,so as to develop specific strategies to improve customer satisfaction.The research results of this paper have practical significance for SATEE company to improve customer satisfaction and enhance market competitiveness,and have certain reference value for other peer enterprises to improve their management and operation.