顾客满意指数测评基本模型的改进  

The China Customer Satisfaction Index Evaluation Basic Model's Improvement

作　　者：白雪[1] 李文[2] 

机构地区：[1]长春大学管理学院,吉林长春130022 [2]吉林大学通信工程学院,吉林长春130022

出　　处：《情报科学》2008年第5期704-707,共4页Information Science

基　　金：吉林省教育科学“十一五”规划重点课题(zc0201)

摘　　要：顾客满意指数在市场测评和监控组织产品或服务质量以及向消费者提供真实可靠的质量信息方面发挥着重要作用。随着我国经济发展水平、市场化水平的提高,五年前开始使用的顾客满意指数测评基本模型提供的质量信息,不能完全反映顾客的心理感受。本文通过对世界范围内四种典型顾客满意指数测评模型的比较,在我国原有基本模型基础上,提出新的顾客满意指数测评基本模型。The customer satisfaction index provides the real reliable quality information aspect in the market evaluation and the monitoring organization product or the grade of service and to the consumer to play the vital role. with the enhancement of our country economy level and the marketability level, five years ago starts the customer who usea to satisfy the quality information which the index evaluation basic model provides, cannot reflect customer＇ s psychological feeling completely. This article through four kinds of typical customer satisfaction index evaluation model to the worldwide scale in the comparison, On the basis of the country original basic model, proposes the new customer satisfaction index evaluation basic model.

关 键 词：顾客满意指数 测评模型 改进 

分 类 号：G203[文化科学—传播学]