商业企业顾客满意测量中存在的问题  

Problems on customer satisfaction's test in commercial firms

作　　者：李克毅[1] 

机构地区：[1]北京市财贸管理干部学院商经系,北京100010

出　　处：《北京市财贸管理干部学院学报》2001年第4期22-24,共3页Journal of Beijing Institute of Finance and Commerce Management

摘　　要：质量与顾客满意是正在受到全世界日益关注的重大问题。没有对顾客满意程度的测量就无法持续改进企业的质量管理体系。目前顾客满意测量在商业企业中存在的主要问题有:没有定期进行测量的制度,得到的信息值得商榷,收集到的信息利用不够和未能持续测量。Quality and customers satisfaction is the important problem,and it is being paid attention to in the world.We won't improve business's quality management system without customer satisfaction's test.Now the key problem on customer satisfaction's test in commercial firms is that there is not the system about test timely;the information need discussion;the information's usage isn't enough;the information. couldn't be tested constantly.

关 键 词：商业企业 顾客满意 中国 测量 服务 市场调查 

分 类 号：F721[经济管理—产业经济] F713.52