Research On The Customer Satisfaction In Small And Medium-sized Postgraduate Examination Training Enterprise T Company

Education is of vital importance to people’s livelihood.Times have been giving new connotation to the education industry,which has strong certainty and large market space.While the national industrial upgrading drives the rapid development of market economy,high-end industries also have an increasingly high demand for high-quality talents.For example,Huawei,a domestic high-end manufacturing company,has been frequently reported to recruit doctors and masters with an annual salary of over one million or even several millions RMB in recent years.A growing number of other companies are raising the bar.The prospect of postgraduate training field market in non-academic education is optimistic.Although the training market is becoming more and more mature,the training products and marketing models among various institutions are seriously homogenized and lack of personalized services.And the change in consumption upgrade-driven service industry makes customers pay more attention to the consumer experience.How to highlight their own advantages while optimizing products and service,and how to stand out among such great amount of training institutions,expand the marketing influence,improve customer satisfaction,improve the recommendation rate,and reduce the cost of a guest become the important research subject of education training enterprises.With the research target as postgraduate examination training of small and medium-sized enterprises T company,the first analysis is put on the internal and external environment in an enterprise,the existing problems,using the analytic hierarchy process to build customer satisfaction index evaluation system.It is also to understand the customers’ evaluation on the teaching products and services provided by the enterprise through the form of a questionnaire survey,using the fuzzy comprehensive evaluation method to investigate data processing and get the conclusion that the customer satisfaction in T company is not ideal.The thesis finally explores the differential operation road in the future for T company from the perspective of customer satisfaction and puts forward the optimization of existing products and services,the development of personalized and precise new products,the advance in the quality of the internal staff,and the perfection of the concrete improvement measures,such as customer complaint handling mechanism to help T company improve its brand popularity,and expand market share in today’s fierce market competition environment.The customer satisfaction measurement and research work in this thesis has reference significance for the improvement of customer satisfaction of other companies in the education industry,so that more education training companies can operate with customer satisfaction as the core in the future to improve the industry level.