| 商业企业顾客满意度测评及结果分析 |
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| 引用本文： | 唐雯,陈爱祖,郭现芳,尚鹏飞,王贞禄.商业企业顾客满意度测评及结果分析[J].河北科技大学学报,2003,24(3):35-40. |
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| 作者姓名： | 唐雯 陈爱祖 郭现芳 尚鹏飞 王贞禄 |
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| 作者单位： | 1. 河北科技大学经济管理学院,河北石家庄,050018
2. 鹿泉市发展计划局,河北鹿泉,050200 |
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| 基金项目： | 河北省经贸委企业技术创新项目(015074) |
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| 摘 要： | 顾客满意度测评是实施顾客满意管理的重要手段,是企业持续改进的依据。本文构建了面向大型商业企业的顾客满意度及员工满意度评价指标体系,采用客观调查与层次分析法相结合的方法确定了指标体系的权重,同时对3家大型商业企业的测评结果进行了相关分析,对改进对象的选择方法进行了探讨,采用象限法来确定改进对象,并以实例说明。
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| 关 键 词： | 商业企业 顾客满意度 员工满意度 顾客满意度测评 |
| 文章编号： | 1008-1542(2003)03-0035-06 |
| 修稿时间： | 2002年12月24 |
Customer Satisfaction Evaluation for Commercial Enterprise and Results Analysis |
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| TANG Wen,CHEN Ai-zu,GUO Xian-fang,SHANG Peng-fei,WANG Zhen-lu.Customer Satisfaction Evaluation for Commercial Enterprise and Results Analysis[J].Journal of Hebei University of Science and Technology,2003,24(3):35-40. |
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| Authors: | TANG Wen CHEN Ai-zu GUO Xian-fang SHANG Peng-fei WANG Zhen-lu |
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| Abstract: | Customer satisfaction evaluation is an important means to implement customer satisfaction management, and it is also the foundation for enterprise's improvements. This paper forms customer and employee satisfaction evaluation indexes, which can be used in large commercial enterprises, and obtains the weight coefficients of index by investigations and by using AHP. It also analyzes the evaluation results of three large commercial enterprises, and introduces one of the methods of selecting the objects that ought to be improved. At last.it makes a positive analysis by using quadrant analysis to determine the objects that ought to be improved. |
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| Keywords: | commercial enterprise customer satisfaction employee satisfaction customer satisfaction evaluation |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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