木工机械行业的顾客满意度测评体系初探  

Preliminary Study on Customer Satisfaction Evaluation System in the Woodworking Machinery Industry

作　　者：朱治平 

机构地区：[1]上海豪赛尔木业技术有限公司,上海200436

出　　处：《林业机械与木工设备》2014年第1期4-8,24,共6页Forestry Machinery & Woodworking Equipment

摘　　要：根据木工机械行业的竞争态势,推行新的营销策略势在必行。如何提高顾客满意度是推行服务营销策略的关键,顾客满意度模型是实施顾客满意度评估体系的核心工具。通过对木工机械的行业背景、产品特性、顾客特点等因素进行研究分析,提取相应的客户满意指标作为满意度模型的设计因子,建立木工机械行业的顾客满意度模型及合理可行的测评体系,从而对顾客在营销过程中的满意度进行监控和反馈,依此来制订或修正相应的营销策略,最终达到提高企业竞争力的目的。Based on the competition situation in the woodworking machinery industry, it is imperative to introduce new marketing strategies. How to improve customer satisfaction is the key to introducing service marketing strategies. A customer satisfaction model is a core tool for implementing a customer satisfaction evaluation system. Through research and analysis of such factors as industry background, product characteristics and customer features involved in the woodworking machinery industry, corresponding customer satisfaction indicators are extracted as design factors for the satisfaction model to establish a customer satisfaction model and a correct and feasible evaluation system, thereby monitoring customer satisfaction in the marketing process and giving feedback, based on which corresponding marketing strategies are formulated or amended to eventually achieving the purpose of improving enterprise competitiveness.

关 键 词：木工机械 顾客满意度模型 服务利润链管理 

分 类 号：TS64[轻工技术与工程]