加油站顾客满意度测评研究  

Study on Surveying Degree of Customer Satisfaction in Gas Service Stations

作　　者：南剑飞[1] 张明泉[1] 熊志坚[1] 

机构地区：[1]西南石油学院工商管理学院

出　　处：《国际石油经济》2004年第6期56-59,共4页International Petroleum Economics

摘　　要：在买方市条件下,企业保持顾客的关键是创造顾客满意。随着国内成品油市场的放开和竞争加剧,各级销售企业必须把加油站经营重点由注重交易转移到以提高顾客满意度为中心的轨道上来。为此,在分析顾客需求的基础上,本文构建了以产品表现、顾客服务、员工素质和企业形象为主要项目的加油站顾客满意度测评体系,重点论述了其测评、计算方法(加权平均法),最后还指出了在加油站顾客满意度测评实践中应注意的若干问题。In a buyers market, the key to retaining customers is ensuring customer satisfaction. With the domestic oil products market deregulated and the competition intensifying, marketing enterprises at all levels should shift the focus of gas stations from the volume of business transactions to customer satisfaction. It is very important to carry out customer satisfaction surveys for finished oil product distribution enterprises. Taking the analysis of customer demand as its beginning point, the paper establishes a system for measuring customer satisfaction in gas service stations, including such main factors as product performance, customer service, staff quality and enterprise image, and carefully weighing the importance of each factor in establishing customer satisfaction It concludes by pointing out problems that should be watched for in the course of measuring the degree of customer satisfaction in gas service stations.

关 键 词：加油站 顾客 满意度 测试方法 企业管理 企业形象 

分 类 号：F426.22[经济管理—产业经济]