| 企业顾客满意度的指标设计及评价方法研究 |
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| 引用本文： | 郑小勇. 企业顾客满意度的指标设计及评价方法研究[J]. 天津工业大学学报, 2004, 23(3): 85-88 |
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| 作者姓名： | 郑小勇 |
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| 作者单位： | 浙江师范大学,高等技术学院,浙江,金华,321019 |
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| 摘 要： | 企业的顾客不只是消费者，还包括企业的供应商、合作者，甚至是企业的内部员工．然而有关顾客满意度的研究均指向消费者．基于上述矛盾，结合统计学有关原理和方法，把企业的4种不同顾客的满意度指数化。并进行综合处理和因素分析，提出一个综合性评价指数．
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| 关 键 词： | 顾客满意度 指标设计 评价方法 |
| 文章编号： | 1671-024X(2004)03-0085-04 |
| 修稿时间： | 2004-02-26 |
Index design for measurement of customer satisfaction degree of enterprises and its evaluation method |
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| ZHENG Xiao-yong. Index design for measurement of customer satisfaction degree of enterprises and its evaluation method[J]. Journal of Tianjin Polytechnic University, 2004, 23(3): 85-88 |
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| Authors: | ZHENG Xiao-yong |
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| Abstract: | As known, customers of an enterprise include not only the consumers, but also the providers, the co-operators and the employees. However, many researches on customer satisfaction are referring to the consumers only. Based on this contradiction, the statistics principles and methods are applied into the measurement of customer satisfaction degree, and CCSI system and models are built, and the four indexes are put into one, and thus an overall view of an enterprise is proposed. |
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| Keywords: | customer satisfaction degree index design evaluation methods |
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