-
5,349
-
This paper dealt with the customer satisfaction survey in local public enterprises. Until recently, they tried customer satisfaction survey individually. So many stakeholders complained the objectivity and reliability of the survey result. To recover the threats, this paper independently try to research customer satisfaction index of local public enterprises. The purpose of this study is to investigate customer satisfaction of local public enterprises. This study categorized five customer satisfaction: total satisfaction; organization satisfaction; social satisfaction; transformative process satisfaction; and comprehensive satisfaction. Then we measured them using Likert scale; very poor, poor, ordinary, good, very good. The findings of this study are as follow:
1. Ｔotal customer satisfaction index in local public enterprises is 57.0, organization satisfaction is 48.0, social satisfaction is 62.2, transportive process satisfaction is 60.9, comprehensive satisfaction is 56.9. So organization satisfaction is lower of all categories.
2. Local direct enterprises is lower than local indirect enterprises in all customer satisfaction index, because of poor customer's recognization and utility about local public enterprise's services.
To measure customer satisfaction more accurately, we must modify the research model, method of sampling and survey, and analysis. For the purpose, we apply benchmarking other research, and develop another customer satisfaction indexes and categories.
