摘要
顾客满意度指数是目前许多国家积极开展研究和使用的一种新经济指标。如何对CSI进行客观的测评,以掌握经济产出或企业的真实质量水平是值得研究和探讨的。完善、规范地对CSI进行测评,需要在调查问卷设计、调查实施和数据分析与处理这三个环节上做努力。西安开元商城的CSI测评方法可资借鉴。
Customer Satisfaction Index (CSI) is a new kind of economic index which is being studied and used positively in many countries recently. It is valuable to study and probe into the method of measuring and surveying CSI impersonally to master the real quality level of economical output or organizations. To measure and survey CSI perfectly and regularly needs to make some efforts in three aspects such as designing survey questionnaire, putting it into practice, data analyzing and processing. The practice of CSI measurement and survey in Xi'an KaiYuan Shopping Centre can be used for reference.
出处
《西北农林科技大学学报（社会科学版）》
2003年第5期110-114,共5页
Journal of Northwest A&F University(Social Science Edition)
