基于双因素理论的顾客满意度测量与提升  

Customer satisfaction measurement and promotion based on two-factor theory

作　　者：鄢章华[1] 李倩[1] 刘蕾 YAN Zhanghua;LI Qian;LIU Lei(School of Management,Harbin Commerce University,Harbin 150028, China;College of Computer Science and Technology, Taizhou University, Taizhou 225300, China)

机构地区：[1]哈尔滨商业大学管理学院,黑龙江哈尔滨150028 [2]泰州学院计算机科学与技术学院,江苏泰州225300

出　　处：《计算机集成制造系统》2021年第11期3365-3372,共8页Computer Integrated Manufacturing Systems

基　　金：国家社会科学基金资助项目(16CJY034);教育部人文社科基金资助项目(19YJC630197);黑龙江省哲学社会科学基金规划资助项目(18JYD391);黑龙江省普通高等学校青年创新人才培养计划资助项目(UNPYSCT-2017200)。

摘　　要：为探究顾客情感对企业衡量顾客满意度方法的影响,基于双因素理论,从情感叠加角度设计顾客感知产品属性的叠加规则,建立顾客满意度测量模型。通过数值算例发现,顾客满意度随产品感知维度的资源投入量的增加单调递增,随感知维度的增加先增后减。感知维度越少,顾客满意度越容易随投入的增加而提升;感知维度越多,资源投入将分散在各个感知维度上,需要投入大量、充分的资源才能维持较高水平的顾客满意度。相较于激励水平,保障水平与顾客满意度间存在更敏感的负向关系。To explore the influence of customer sentiment on companies'satisfaction measurement,the superposition rule was designed to measure customer satisfaction of perceived product attributes based on two-factor theory,and the customer satisfaction measurement model was established.The results showed that customer satisfaction increased monotonically along with resources investment in perceived attributes,and increased first and decreased later as the number of perceived attributes increasing.Customer satisfaction was more likely to increase with increasing investment when the number of perceived attributes decreased.High levels of customer satisfaction needed to be sustained with sufficient resources when the number of perceived attributes increased.Compared with the incentive level,the negative relationship among hygiene level and customer satisfaction was more sensitive.

关 键 词：顾客满意度 双因素理论 顾客感知 产品属性 

分 类 号：F224[经济管理—国民经济] F274