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.
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.
出处
《天津工业大学学报》
CAS
2004年第3期85-88,共4页
Journal of Tiangong University
关键词
顾客满意度
指标设计
评价方法
customer satisfaction degree
index design
evaluation methods
