A Study On The Improvement Of Customer Satisfaction For Outsourcing Business Of Z Company

Outsourcing,as an economic activity that can effectively reduce the operating costs of enterprises and improve the core competitiveness of enterprises,has received extensive attention abroad and has a large market of more than one trillion in China.At present,there have been some studies on outsourcing both at home and abroad,focusing on the factors influencing the success of outsourcing and its solutions.From the perspective of the contractor,there are relatively few studies on the factors affecting the satisfaction of outsourcing customers.This thesis takes the customer satisfaction of Z company’s outsourcing business as the main body of research,analyzes its main influencing factors and provides solutions.On the one hand,it hopes to solve the current customer satisfaction problems encountered by Z company,and on the other hand,it hopes to have other domestic customers.The outsourcing undertaking company that satisfies the improvement needs provides reference on ideas and plans.The thesis is based on the literature study related to service outsourcing and customer satisfaction.First,it analyzes the current situation through interviews and surveys with the company and customer managers and experts,and then combines the summary analysis of the customer satisfaction related data of Z company from January to June 2021,And finally use the quadrant graph model to qualitatively analyze,determine the top three factors that affect the customer satisfaction of company Z’s outsourcing business as personnel stability,customer responsiveness,and compliance operations,and then propose improvement plans for these three influencing factors.And implement the plan to achieve the goal of improving the current customer satisfaction of Z company’s outsourcing business.The stability of the company’s personnel is mainly improved in three aspects: career channels,partnerships,and workplace friendships.Customer responsiveness is mainly improved from the two dimensions of organizational structure and management mechanism.Compliance operations are mainly optimized from the two dimensions of compliance organization structure and compliance issues.The research process and conclusions of the thesis can provide reference for the improvement of customer satisfaction of related companies.