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Abstract
Customers are the bedrock of any business and the driving force behind its growth. As the disparities in manufacturing costs, product quality, and management systems between competing companies narrow, meeting customer expectations, increasing customer satisfaction with the company, and exceeding customer expectations has become a robust measure for businesses seeking to increase their competitiveness. While advanced manufacturing technologies or technological processes are easily replicated or even surpassed, the soft power required to gain customer satisfaction takes ongoing investigation and accumulation. This needs firms to raise their level of customer satisfaction in order to continue constructing an enterprise-specific culture that promotes enterprise development and profitability. The subject of this study is elevator maintenance customers. It employs a method known as multi-level grey relational analysis to integrate the features of customer wants in this business in order to develop an assessment system for elevator maintenance customer satisfaction. Second, collect relevant data via a customer happiness questionnaire survey of the elevator company's maintenance clients, analyze and assess the customer satisfaction data, and lastly, recommend improvement ideas based on the analysis results.
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