本文選題：顧客滿意度 + 滿意度調(diào)查��； 參考：《山東理工大學(xué)》2017年碩士論文

【摘要】：全球化進(jìn)程的不斷加快和社會生產(chǎn)率的提高,一方面為化工企業(yè)的發(fā)展提供了廣闊的市場,另一方面,也導(dǎo)致了市場供需關(guān)系的變化,市場結(jié)構(gòu)從賣方市場轉(zhuǎn)變?yōu)橘I方市場,市場競爭日益加劇。企業(yè)已經(jīng)從過去注重產(chǎn)品轉(zhuǎn)向了更加關(guān)注客戶的需求和滿意程度。只有不斷滿足并超越顧客當(dāng)前和未來的需求和期望,提升客戶滿意度,才能保證市場的占有率從而保證銷售額和利潤的增長。以涂料產(chǎn)品為主導(dǎo)產(chǎn)品的中美合資企業(yè)QLQ公司也同樣面臨著前所未有的巨大挑戰(zhàn),破題的關(guān)鍵是顧客滿意度的提升。QLQ公司是世界500強(qiáng)ES公司和國企QP公司共同經(jīng)營的一家合資公司,主要生產(chǎn)銷售成膜助劑和配方添加劑,由于行業(yè)的特殊性,從顧客滿意度方面來看,其顧客管理系統(tǒng)在運(yùn)作中尚存在若干問題,影響了QLQ公司的顧客滿意度和忠誠度。有鑒于此,本文以QLQ公司為研究對象,運(yùn)用文獻(xiàn)研究法、問卷調(diào)查法等,從顧客滿意度的角度,研究顧客滿意度提升策略,取得以下研究成果:第一,以顧客滿意度理論為基礎(chǔ),以QLQ公司的顧客為研究對象,系統(tǒng)揭示了公司目前顧客管理的現(xiàn)狀與存在的問題。第二,通過問卷調(diào)查,運(yùn)用統(tǒng)計(jì)方法對QLQ公司顧客滿意度的影響因素進(jìn)行了系統(tǒng)而深入的分析,揭示了顧客滿意度和不同影響因素之間的關(guān)系。第三,運(yùn)用顧客滿意理論,結(jié)合QLQ公司顧客滿意度的影響因素及其關(guān)系,制定了切實(shí)可行的QLQ公司顧客滿意度提升策略和實(shí)施保障體系。本文的研究不僅為QLQ公司了解顧客需求,提升顧客滿意度,增強(qiáng)市場競爭力提供了改進(jìn)建議,也為其他化工企業(yè)的顧客滿意度體系提供了指導(dǎo)。
[Abstract]:With the acceleration of globalization and the improvement of social productivity, on the one hand, it provides a broad market for the development of chemical enterprises, on the other hand, it also leads to the change of the supply and demand relationship of the market, and the market structure changes from the seller's market to the buyer's market.Market competition is intensifying day by day.Enterprises have shifted from the past focus on products to pay more attention to customer needs and satisfaction.Only by constantly meeting and surpassing the current and future needs and expectations of customers and enhancing customer satisfaction can the market share and the growth of sales and profits be guaranteed.The Sino-US joint venture QLQ, which is dominated by paint products, is also facing unprecedented challenges.The key to solving the problem is the promotion of customer satisfaction. QLQ Company is a joint venture company jointly operated by the world's top 500 es companies and SOEs QP companies. It mainly produces and sells film forming aids and formula additives, because of the particularity of the industry.From the aspect of customer satisfaction, there are still some problems in the operation of customer management system, which affects the customer satisfaction and loyalty of QLQ Company.In view of this, this paper takes QLQ Company as the research object, uses the literature research method, questionnaire survey method and so on, from the customer satisfaction angle, studies the customer satisfaction promotion strategy, obtains the following research results: first,Based on the theory of customer satisfaction and taking the customer of QLQ Company as the research object, this paper systematically reveals the current situation and existing problems of customer management in the company.Secondly, through the questionnaire survey, this paper makes a systematic and in-depth analysis of the influencing factors of customer satisfaction in QLQ Company by using statistical method, and reveals the relationship between customer satisfaction and different influencing factors.Thirdly, using the theory of customer satisfaction, combined with the influencing factors of customer satisfaction of QLQ Company and its relationship, the paper makes a feasible promotion strategy and implementation guarantee system of customer satisfaction of QLQ Company.The research in this paper not only provides suggestions for QLQ to understand customer demand, enhance customer satisfaction and enhance market competitiveness, but also provides guidance for customer satisfaction system of other chemical enterprises.
【學(xué)位授予單位】：山東理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;F426.7

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