基于服装企业的顾客满意度测评模型

针对目前顾客需求与消费观念的改变,提出服装企业提高顾客满意度的必要性。根据相关顾客满意理论,结合服装企业的实际运作,构建了一套顾客满意度测评指标体系与模型,并以实例形式对服装质量属性的重要性、问卷数量的可靠性、测评指标体系的设计与模型的合理性进行了实质性的考证,对顾客的定性评价转化为定量研究作了进一步的探讨。

Evaluation model of customer satisfaction degree (CSD) for garment enterprises

In consideration of the changing needs and concept of consumption of customers, it is necessary to improve customer satisfaction degree for garment enterprises. Based on the theory on customer satisfaction and combined with the actual operation of garment enterprises, an evaluation system and model of CSD were constructed. By citing practical cases, a substantial and textual research was made on the importance of quality attributes of the garment, reliability of questionnaire, rationality of the design of CSD evaluation system and model. Furthermore, the conversion of qualitative evaluation of CSD into quantitative one was studied.