钻井工程技术服务用户满意度测评研究  

SURVEY OF CUSTOMER'S SATISFACTION DEGREE ON TECHNICAL SERVICE OF DRILLING ENGINEERING

作　　者：南剑飞[1] 张鹏[1] 熊志坚[1] 胡启国[1] 张斌[2] 赵丽丽[1] 

机构地区：[1]西南石油学院 [2]石油工业井控装置质量监督检验中心

出　　处：《天然气工业》2003年第6期155-158,共4页Natural Gas Industry

基　　金：中国石油天然气集团公司重点科研项目("用户满意度评价指数研究"--- 2 0 0 1年 9月立项 )

摘　　要：买方市场条件下 ,用户满意度成为现代企业的生命线。钻井工程技术服务企业开展用户满意度测评 ,不仅有助于提高产品与服务质量 ,从而更好地满足用户需求 ,创造更多的顾客价值 ,而且有助于树立企业良好形象 ,改进其管理体系 ,增强其竞争力 ,实现企业、行业的可持续发展。文章分析了其测评目的 ,确立了以工程质量、技术表现、用户服务、员工素质和企业形象为主要因素的测评体系 ,着重论述了其测评方法即加权平均法 ,并结合具体案例予以说明 ,构建了钻井技术服务业用户满意度测评理论模型、数学模型和管理体系 ,最后指出了测评中应注意的问题 ,为加强和改善企业经营管理 ,提高用户满意度和忠诚度 ,增加经济效益与社会效益 。Under the condition of buyer-dominated market, the customer's satisfaction degree is vital for a modem enterprise. Survey of customer's satisfaction degree on technical service of drilling engineering is helpful not only to improve the quality of products and services so as to better meet the customer's requirements and create more Customer Value, but also to set up good images of the enterprises, improve their management system, boost up their competitive force and realize sustainable development of the enterprises and the whole industry. The article analyzes the purpose of the survey, establishes the measuring system taking engineering quality, technical performance, customer serving, staff quality, and enterprises' image as the main factors, thoroughly discusses the method of the survey, i.e. the weight average method, which is explained with real cases, and develops the theoretic model, mathematical model and management system for the survey of customer's satisfaction degree on technical service of drilling engineering. At last, the article points out several problems which should be paid attention to, and provides new idea to strengthen and improve operation and management of the enterprises, raise customers' satisfaction degree and trust degree, increase economic benefits as well as social benefits, and heighten international competitive power of the whole industry.

关 键 词：钻井工程 用户满意度 测评 可持续发展 石油钻井 

分 类 号：F407.22[经济管理—产业经济]