基于CCSI模型的黑龙江省乳制品企业顾客满意度研究  

Reaserch on Customer Satisfaction with Dairy Enterprises in Heilongjiang Province Based on CCSI Mdel

作　　者：王爽 WANG Shuang(School of Business,Harbin University of Commerce,Harbin 150028,China)

机构地区：[1]哈尔滨商业大学商务学院,黑龙江哈尔滨150028

出　　处：《黑龙江农业科学》2023年第9期105-110,共6页Heilongjiang Agricultural Sciences

基　　金：黑龙江省哲学社会科学规划项目:农业一二三产业融合发展促进我省美丽宜居乡村建设研究(17JYH46)。

摘　　要：为提升黑龙江省乳制品企业顾客满意度,促进省内乳制品行业的稳定和快速发展,以中国顾客满意度指数(CCSI)为基础构建顾客满意度测评体系,运用SPSS 22.0对问卷进行信度、效度检验,以分析验证模型和指标的可靠性,运用因子分析及层次分析法对乳制品企业顾客满意度指标体系进行权重分配,计算出测评指标的满意度指数,以此分析乳制品顾客满意度水平。通过上述研究分析提出了打造品牌形象、提高产品知名度、围绕顾客提升服务品质、注重提升乳制品营养和安全、购买的便利性等方面的促进顾客满意度提升的建议。In order to promote customer satisfaction and stable and rapid development of the dairy industry in Heilongjiang.Based on the Chinese Customer Satisfaction Index(CCSI),this paper constructed a customer satisfaction evaluation system,SPSS 22.0 was used to test the reliability and validity of the questionnaire,and used the factor analysis and the Analytic Hierarchy Process(AHP)to allocate the weight of the customer satisfaction index system in Dairy Product Enterprises,calculates the Satisfaction Index of Evaluation Index,and analyzed the level of customer satisfaction of dairy products.Some suggestions were put forward to improve customer satisfaction,such as building brand image,improving product popularity,improving service quality,improving dairy nutrition and safety,and purchasing convenience.

关 键 词：乳制品企业 CCSI 黑龙江省 顾客满意度 

分 类 号：F274[经济管理—企业管理] F426.82[经济管理—国民经济] F713.55