Research On After-sales Service Of G Company Oil Trap Project Based On Customer Satisfaction

With the development of the urbanization process,commercial real estate,commercial complex and other public building facilities produce a large amount of waste water every day,seriously affecting People’s Daily life,among which the volume of waste oil increases sharply.In the past 30 years,the equipment used to treat waste oil in cities has been iterating.In China’s domestic market,there are products from various countries competing in this market,mainly including oil separation equipment products from Germany,the United States and China.G company is a separated oil machine equipment agents,the main scope of the market is a complex class hotel customers,business class customer factories and other clients,hospitals,schools,was founded six years,customers with low viscosity,low level of after-sales service satisfaction,in order to study the analysis of G company after-sales service customer satisfaction,first of all,starting from the theory,The definition of after-sales service is studied and analyzed,the relationship between service quality and satisfaction is analyzed,and then the customer satisfaction model is compared and analyzed,and the research and analysis model is selected.The service quality is divided into four dimensions: "service time limitation","service cost","service quality" and "service guarantee".From these four dimensions,each dimension has 4-6 indicators.The evaluation index of G company’s after-sales service was evaluated through literature research retrieval,in-depth interview method and dimension index of after-sales service evaluation,and questionnaire was developed on this basis.Using stepup regression analysis and SPSS as an analysis tool,this thesis conducts quantitative research on G company’s after-sales service satisfaction,finds out the indicators that G Company is in the "repair zone" by using the quadrogram model,and puts forward improvement strategies for these indicators.The index of "repair zone" finally obtained in this thesis is that different project properties reflect different situations,which reflects the differences of demands concerned by the differences of project differences in the current situation.In this thesis,scientific data analysis and theoretical model are adopted,and interviews are conducted according to the results obtained and each project to find out the causes of indicators in each "repair area",and effective promotion strategies are obtained based on relevant theories,which has a good practical guiding significance for enterprises.