上海顾客满意指数测评模型研究  

A Study on the Model of Shanghai Customer Satisfaction Index

作　　者：张新安[1] 田澎[1] 张列平[1] 

机构地区：[1]上海交通大学安泰管理学院,上海200052

出　　处：《工业工程与管理》2002年第5期29-33,共5页Industrial Engineering and Management

基　　金：上海市教育局重点学科项目资助;上海技术质量监督局项目"上海顾客满意指数及其测评体系研究"

摘　　要：介绍了顾客满意指数的发展 ,研究了中国市场上的顾客满意行为 ,在此基础上提出上海顾客满意指数的测评模型和方法 ,并得出 3个主要结论 :(1 )信息对于顾客满意水平存在显著影响 ;(2 )从实证角度验证了价值是顾客满意的主要起因 ;(3 )This paper introduces the development of customer satisfaction index, and studies the satisfaction behavior in China's market, and on the basis of which the model and method of SCSI are established. Three conclusions are achieved:(1)Information has a notable effect on customer satisfaction; (2)Value is perceived as the predominant drive of customer satisfaction from an empirical view; (3)Customer satisfaction will surely promote the reputation of enterprises.

关 键 词：测评模型 上海 顾客满意指数 企业声誉 产品质量 服务质量 

分 类 号：F272.3[经济管理—企业管理]