矿区服务顾客满意度测量  

Measurement of Customer Satisfaction in Field Services

作　　者：李波 杨红 

机构地区：[1]中国石油大庆油田矿区服务事业部服务质量监督处,黑龙江大庆163000

出　　处：《石油工业技术监督》2012年第9期22-24,36,共4页Technology Supervision in Petroleum Industry

摘　　要：为进一步提升矿区服务水平,增强服务保障能力,矿区服务事业部引入顾客满意度代替满意率,对矿区服务工作进行合理评价。通过修订和完善服务标准,建立激励机制,全面提高矿区服务事业部物业、医疗、公交三大系统的服务质量,逐步实现规范化和科学化。In order to improve the service level and enhance service assurance capability in oilfield, using customer satisfaction replaces customer satisfaction ratio for evaluating the service quality of the field service department. The service quality of the field service departments in property service, medical service and public traffic service is comprehensively improved by revising and perfecting service standards and establishing incentive mechanism, arid thus the standardized and scientific services are gradually realized.

关 键 词：矿区服务 顾客满意度 测量 

分 类 号：F426.22[经济管理—产业经济] F274