在当今国内制造业推进供给侧改革，全球化、市场化的脚步越来越快，外部环 境发生巨大变革的情况下，企业想要避免优胜劣汰，在激烈的竞争中生 存、发展， 就必须时刻保持对客户满意的高度关注，才能不断保持市场甚至占领市场，获得长 远的发展。 X公司球墨铸铁管产品技术实力较强，处于行业龙头地位，其产品主要 用于城 镇基础设施建设中给排水、水利工程、综合管廊等领域。但是随着新兴市场增速放 缓、国内GDP增长放缓、京津冀地区最严格的环保政策实施，铸管产品的竞争对手 及替 代品厂家不断的扩张，给公司的进一步发展提出了挑战。 本文首先结合历史文献，客户投诉，专家访谈，行业人士访谈等综合的意见， 设计出了适合于X公司的问卷调查表，然后 对调査数据整理分析，利用多元线性回 归的方法对数据进行处理，首先得到了总体的客户满意度与一级指标：产品满意度， 服务满意度，价格满意度的影响权重，再分别对三大 项一级指标所属的二级指标进 行多元线性回归，最后进行加权进行排序后，得到了最制约X公司客户满意度的影 响因素。针对排名在前四的影响因素进行原因分析，并依据原因分 析提出了提升的 策略和改进的方法，希望把企业营销、销售、服务和技术等活动关联，形成闭环， 更进一步地稳定和扩张客户资源，为企业带来长久的优势。 关键词 客户满意 ；市场竞争；多元线性回归模型 III Abstract In today's domestic manufacturing industry to promote supply-side reform, globalization, marketization is getting faster and faster, and the external environment has undergone tremendous changes. Enterprises want to avoid survival of the fittest and survive and develop in fierce competition. With a high degree of customer satisfaction, we can continue to maintain the market and even occupy the market and achieve long-term development. X company's ductile iron pipe products have strong technical strength and are in the leading position in the industry. Their products are mainly used in the fields of water supply and drainage, water conservancy projects and integrated pipe corridors in urban infrastructure construction. However, with the slowdown in the growth of emerging markets, the slowdown in domestic GDP growth, and the implementation of the most stringent environmental protection policies in the Beijing-Tianjin-Hebei region, the continuous expansion of competitors and alternative manufacturers of cast pipe products has challenged the company’s further development. This paper firstly combines historical documents, customer complaints, expert interviews, industry interviews and other comprehensive opinions to design a questionnaire suitable for X company, and then analyzes the survey data and uses multiple linear regression methods to process the data. Firstly, the overall customer satisfaction and first-level indicators are obtained: product satisfaction, service satisfaction, and price satisfaction. Then the multiple-level linear regression of the two-level indicators of the three major indicators is carried out, and finally weighted. After sorting, the factors that influence the customer satisfaction of X company are obtained. Based on the analysis of the factors affecting the top four, and based on the analysis of the reasons, the strategy and improvement methods are proposed. It is hoped that the activities of marketing, sales, service and technology will be linked to form a closed loop, which will further stabilize and expand customers. These resources bring long-term advantages to enterprises.。。。。。。以下内容略