基于烟草专卖制度的客户满意度分析

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1、ABSTRACTWithChina’SaccessiontotheWT0．thetobaccoindustrywillbeboundtograduallyopeningfortheworld．WhentheprotectedperiodofenteringtheWTOends，foreign—fundedenterpriseswillrunintoChinaandopenthedoorofChinesecigarettemarket．TostudythecustomerrelationsiSveryimportant．becausethet

2、obaccoindustry’ScompetitivenessiSmainlyaboutthecompetitionofcustomerswhocontactdirectlywithconsumers．Onthecurrentsituation，thereexistsinstanceswhichcustomersatisfactioniSnothighintheChinesetobaccoindustry．Aroundtheresearchonbusinessandcustomerrelationship，inthepast，scholar

3、seasilyresearchfromthegenerallevelofmarket，however,accordingtOthestatusquoaboutChinesetobaccoindustry,mystudyisconsideredthatmarket’SproblemswhichseemsimplecanbedeepintotheinstitutionofChinesetobaccoindustry．IfwewanttosolvethecustomercrisistheChinesetobaccoindustryfacedaft

4、erenteringtheWT0．wemuststudytheperspectiveofcustomersatisfactionfromtheviewoftheChinesetobaccomonopolysystem．Thispaper,basedonthepracticeaboutthetobaccoindustryinHuaihua，HunanProvince，researchesHuaihuatobaccocigarettecustomers，analysestheexistingmonopolysystemsystematicall

5、yinourcountry’Stobaccoindustry,somerelevanttheoriesandagreatdealofinformationscientificallyreceivedthroughthesocialsurvey,thenfindstheinfluencedfacts．Theresultsshowthat：thereasonWhythecustomersarisfactioninChina’ScigarettetobaccoiSa1ittlelowerdoesnotconnectwiththe1ackofser

6、vices．butfocusesonthatthebrandofcigarettesandthesourceofgoodsareoutoflinewithmarketdemand．therootofthereasonisproblemsofourtobaccomonopolysystem．Atlast，thisarticlefindssomesolutionstotheproblemsfromthesystemlevel．andmakessomesuggestionstoimprovecustomersatisfaction．KEYWoRD

7、Stobaccomonopolysystem，customersatisfaction，reform，suggestionsII原创性声明本人声明，所呈交的学位论文是本人在导师指导下进行的研究工作及取得的研究成果。尽我所知，除了论文中特另,JDn以标注和致谢的地方外，论文中不包含其他人已经发表或撰写过的研究成果，也不包含为获得中南大学或其他单位的学位或证书而使用过的材料。与我共同工作的同志对本研究所作的贡献均已在论文中作了明确的说明。作者签名：殳_也日期：进年』月粤日学位论文版权使用授权书本人了解中南大学有关保留、使用学位论文的规定，即：学

8、校有权保留学位论文并根据国家或湖南省有关部门规定送交学位论文，允许学位论文被查阅和借阅；学校可以公布学位论文的全部或部分内容，可以采用复印、缩印或其它手段保存学位论文。同时授权中