Research On Customer Satisfaction Improvement Strategy Of HT Software Company

After more than 20 years of development,HT Software has more than 100 customers across the country and its products cover banking,brokerage,insurance and funds,but as the customer base has grown,the problem of customer dissatisfaction has gradually been exposed.Therefore,the research in this paper helps HT Software company to find out the main factors affecting customer satisfaction,and puts forward specific suggestions based on these factors.In order to more accurately find out the factors affecting HT Software’s customer satisfaction,this paper collects domestic and foreign research data related to customer satisfaction,understands the concept of satisfaction,influencing factors and evaluation model,and constructs a set of customer satisfaction evaluation index system based on the Chinese customer satisfaction index model and the specific user usage of HT Software’s products.The index weight is determined by AHP,and the satisfaction of HT Software company is measured by fuzzy comprehensive evaluation.Through the comprehensive analysis of customer satisfaction,finally put forward customer satisfaction improvement strategy.The results show that the weight of product quality and staff literacy is the highest among the four first-level indicators.In addition,the scores of corporate image,product quality,staff literacy and after-sales service from high to low are corporate image,after-sales service,product quality and staff literacy respectively.Combining the weight and final score,it can be seen that product quality and staff comprehensive literacy are the key aspects that need to be improved by HT Software Company.The research results of this paper provide reference for HT Software company to improve customer satisfaction,help enterprises optimize and improve the overall product service,and improve the software industry.