东莞市出租车行业顾客满意度分析-工商管理专业论文.docxVIP

Abstract Dongguan after the reform and opening up 30 years of development, the economy has boomed, and peoples living standards continue to improve, the opportunities for development, the transportation industry is becoming more and more important, road construction, bridge erection, vehicles increase, the way to travel change as a convenient, fast transport, taxis, has been the development of a blowout. Based on the theory of customer satisfaction, build Dongguan the taxi customer satisfaction index system (Dongguan Taxi Customer Satisfaction Index) DTCSI On this basis, through telephone interviews, questionnaires, using documentary research, quantitative analysis and qualitative combination of methods of analysis, analysis Dongguan taxi industry, management, quality of service tripartite status quo and existing problems, combined with the analysis of the results of the questionnaire, providing strategic advice and improved. In this thesis, the first analysis of Dongguan taxi industry status qua, the status of taxi companies, Service Quality Status Analysis come that may affect the the taxi customer satisfaction five indicators: traffic safety, condition car appearance, quality service, reasonable charges, service management. Second, is separated from the five indicators constitute Dongguan taxi customer satisfaction survey questionnaire. Third, through questionnaires, analysis, the summed data processing Dongguan taxi customer satisfaction factors, which put forward policy suggestions and improvements. The study influence factors of customer satisfaction, its understanding of the customer degree of product quality and provide an objective evaluation of the quality of service has an important role, but less customer satisfaction research on the taxi stand on the point of view of the management department, has not yet formed mature effective methods and theory, we proceed from the point of view of the management department, the use of customer satisfaction theory