AC是一家在采矿、建筑和工业设备生产领域的生产与服务商,拥有前沿的技术能力，专注 于研发并生产凿岩钻机、爆破设备、铲运设备、锚杆设备及建筑开挖设备，并且能够提供优质 的服务、备件、整体解决方案。 本文的目的在于提高AC公司客户满意度，通过对其售后服务客户满意度的分析研究，提 出了售后服务管理的优化方案，并对方案的实施进行了研究探讨与效果评估。首先，在客户满 意度模型基础上，运用层次分析法得出了影响满意度指标最重要的两个因素：客户对于质量的 感知与价值感知。接着制定了该公司售后服务不同阶段的客户满意度调查表，通过对调查数据 的分析研究发现:客户不满意的问题聚焦在售后服务人员的专业度、配件价格、配件供应及时 性和服务质量等方面，并找到了这些问题产生的主要原因。之后，为了改变现状,通过实地调 查与案例研究，提出了四个提升客户满意度的方案：第一、优化售后人力资源管理，建立培训 体系帮助技术服务人员来提高职业技能；第二、优化服务流程，标准化服务流程；第三、建立 基于设备生命周期的备件库存管理；第四、建立客户关系管理系统来提升服务质量。最后，针 对方案的实施与效果进行了研究探讨，发现通过优化方案可以使AC公司提升客户满意度，实 现可持续发展的目标。 关键词：客户满意度，售后服务管理，客户关系管理系统 南京航空航天大学硕士学位论文 II Abstract AC is a production and service provider in the field of mining, construction and industrial equipment production. It has cutting-edge technical capabilities and focuses on the development and production of rock drilling rigs, blasting equipment, scraping equipment, anchor equipment and construction excavation equipment. And can provide high-quality services, spare parts, and overall solutions. The purpose of this article is to improve the customer satisfaction of AC companies. Through analysis and research on customer satisfaction of after-sales service, an optimization plan for after-sales service management is proposed, and the implementation of the plan is studied and evaluated. First, based on the customer satisfaction model, the analytic hierarchy process is used to obtain the two most important factors that affect the satisfaction index: customer perception of quality and value perception. Then developed the company's customer satisfaction questionnaires at different stages of after-sales service. Through analysis of the survey data, it was found that the problem of customer dissatisfaction focuses on the professionalism of after-sales service personnel, parts prices, timeliness of parts supply, and service quality. And found the main reasons for these problems. After that, in order to change the status, through field surveys and case studies, four solutions to improve customer satisfaction were proposed: first, to optimize after-sales human resource management, to establish a training system to help technical service personnel to improve professional skills; second, to optimize services Process, standardizing service processes; third, establishing spare parts inventory management based on the equipment life cycle; fourth, establishing a customer relationship management system to improve service quality. Finally, the implementation and effects of the program were studied and discussed, and it was found that by optimizing the program, AC companies could improve customer satisfaction and achieve the goal of sustainable development. Keywords: customer satisfaction, mangement of service, CRM 南京航空航天大学硕士学位论文 III 目录 第一章绪论 ........................................................................................................................................... 1 1.1研究背景及意义...................................................................................................................... 1 1.2国内外现状分析...................................................................................................................... 3 1.3研究的目标 ............................................................................................................................. 5 1.4研究的内容 ............................................................................................................................. 5 1.5拟解决的关键问题 .................................................................................................................. 6 1.6研究方法与技术路线 .............................................................................................................. 6 第二章相关概念、理论与方法 ............................................................................................................ 8 2.1售后服务的概念及工程机械行业售后论述 .......................................................................... 8 2.1.1售后服务基础理论 ....................................................................................................... 8 2.1.2工程机械售后服务的作用 ........................................................................................... 8 2.1.3工程机械售后服务的内容 ........................................................................................... 9 2.2售后服务管理的概念与内容 ................................................................................................ 11 2.2.1售后服务管理基础理论 ............................................................................................. 11 2.2.2售后服务管理的内容 ................................................................................................. 11 2.3客户满意度相关概念及研究内容 ........................................................................................ 12 2.3.1客户满意度的定义 ..................................................................................................... 12 2.3.2客户满意度的研究内容 ............................................................................................. 14 2.3.3售后服务与客户满意度的关系分析 ......................................................................... 15 2.4层次分析法 ........................................................................................................................... 16 2.5本章小结 ............................................................................................................................... 18 第三章AC公司售后服务客户满意度分析 ...................................................................................... 19 3.1AC公司简介 .......................................................................................................................... 19 3.2客户满意度测评指标分析 .................................................................................................... 20 3.2.1客户满意指标体系 ..................................................................................................... 20 3.2.2层次分析法计算指标权重 ......................................................................................... 22 3.3AC公司售后服务客户满意度调查 ...................................................................................... 23 3.4AC公司售后服务满意度现状分析 ...................................................................................... 32 3.4.1技术水平及人员服务素养不足 ................................................................................. 33 3.4.2现场服务质量缺乏跟踪反馈 ..................................................................................... 34 南京航空航天大学硕士学位论文 IV 3.4.3服务备件供应短缺 ..................................................................................................... 35 3.4.4售后服务管理缺乏信息系统支撑 ............................................................................. 35 3.5本章小结 ............................................................................................................................... 36 第四章基于提高客户满意度的AC公司售后服务管理优化方案 .................................................. 38 4.1售后人力资源管理优化 ........................................................................................................ 38 4.1.1改进技术服务人员绩效考核体系 ............................................................................. 38 4.1.2技术服务人员培训体系建立 .................