加油站顾客满意度持续改进的研究  

Research on Continual Improvement of Customer Satisfaction in Gas Station

作　　者：南剑飞[1,2] 

机构地区：[1]上海市金山区行政学院,上海201599 [2]西南石油大学,四川成都610500

出　　处：《石油库与加油站》2016年第4期39-44,共6页Oil Depot And Gas Station

基　　金：国家自然科学基金重点项目(70832004);教育部人文社科规划基金项目(09YJA790171)阶段性研究成果

摘　　要：探讨了加油站顾客满意度与持续改进的关系,分析了顾客满意度持续改进的意义和动因,重点阐述了持续改进的工作流程、策略和工作方法,强调顾客满意度是现代企业的生命线,而只有持续改进和提高才能取得更好的绩效。The relations of the customer satisfaction with continual improvement are described,and the significance and reasons of the continual improvement of customer satisfaction in gas station are analyzed. The in- depth investigation,data analysis,factor screening and the implementation workflow which are required for the continual improvement of gas station customer satisfaction are introduced,some strategies for the continual improvement of customer satisfaction are put forward,the common-used methods for the continual improvement of customer satisfaction are presented,such as telephone access,issuing questionnaire,on- site visits,and conversazione,providing a reference for oil products sales enterprises to improve customer relationship management level and customer satisfaction.

关 键 词：成品油销售企业 顾客满意度 持续改进 探讨 

分 类 号：F274[经济管理—企业管理]