顾客满意度的测量及其应用  

THE MEASURE AND USENESS OF CUSTOMER APPROVAL

作　　者：苗志娟[1] 靳云[1] 

机构地区：[1]陕西科技大学管理学院,陕西咸阳712081

出　　处：《陕西科技大学学报（自然科学版）》2006年第1期138-142,共5页Journal of Shaanxi University of Science & Technology

摘　　要：就企业如何建立顾客满意度测评指标体系及企业如何在把握整体的基础上对关键点进行控制与建设进行了研究,阐明了顾客满意度测量的方法,为企业建立符合自身实际情况的顾客满意度管理体系提供了参考依据。In the competition, the author expounds how to build up the index sign system of the customer approval measures. At the same time, the writer make the research that the business how to control the key points in the base of the whole foundation and explain the method for the customer satisfaction. At last, it furnish the reference basis for the establishment of the system for the business enterprise.

关 键 词：顾客满意度 顾客满意度指数 顾客满意度指标体系 

分 类 号：F713.55[经济管理—市场营销]