企业顾客满意度测评  

Enterprise Customer Satisfaction Index

作　　者：安珣[1] 刘金兰[1] 刘巍[2] 

机构地区：[1]天津大学管理学院,天津市讲师博士300072 [2]天津城建学院,天津市讲师300384

出　　处：《中国农机化》2007年第3期29-32,共4页Chinese Agricul Tural Mechanization

摘　　要：随着世界各国顾客满意度测评体系的建立,顾客满意的理念被充分认可,企业对顾客满意度日益重视。本文详细介绍了企业顾客满意度测评的动机、目标、原理和流程,最后通过案例说明测评结果的分析内容。The idea of customer satisfaction has been accepted widely since customer satisfaction index were founded in many countries. And enterprises notice the index more and more. This paper introduces the method of enterprise Customer Satisfaction Index from motivation, goals, model and process, and explains result analysis with an example.

关 键 词：企业顾客满意度 测评模型 测评流程 测评分析 

分 类 号：F273[经济管理—企业管理]