上海交通大学毕业论文_顾客满意度测评

70390707004710248CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~I~WTO“”(1)(2)(3)(4)CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~II~Themeasurement,analysisandimproveofcustomersatisfactionaretheeffortstogetinformationoncustomersatisfactionthroughcertainmethod.First,asworldeconomyisundergoingglobalization,integrationandsocialcommunicationinformationmodernenterprisemanagementfacesthreechallengesfromcustomer,competitionandchanges.Itisanimportantsubjectforacademicandindustrialcirclestoexploremanagementtheoryandmethodsinmodernmarketcompetitionandinformationera.Second,inourcountry,asopening-and-reformdrivedeepening,socialistmarketeconomygraduallyformingjoinedintoWTO,steepcompetitioninitiatinginmarket.Third,Theworldisundertakingchangesby“multipliertimes”,butenterprises’necessaryadaptabilityofcustomers’demandremainsunchanged.Competitioninmodernmarketisacompetitionforcustomersinessence.Thewholeoperationalmanagementactivitystrivesforcompletesatisfactionofcustomerstowincustomersandtowinmarket.Andinall,themeasurementandanalysisofcustomersatisfactionlevelisthemostimportant.Uponthese,onecandigoutinformationoncustomersatisfactiondatabyusingstatisticaltools,andsearchfortheprocesstoimprovetheperformancebyconnectedittothecompanies’businesses.Thisthesisisfocusonthemeasurementandanalysisofcustomersatisfaction.Themajorcontentincluding:(1)Determiningtheprocessandthekeymeasurementitemsofthemeasurementandanalysisofcustomersatisfaction;(2)designingquestionnairestosetupsensitiveinformationcollectiveprocess;(3)analyzingevaluatingandreportingtheresultsofcustomersatisfaction;(4)planningtheimprovingactivitiesforwinningandkeepingcustomers,byusingadvancedanalyzingtechniques.Theprimaryinnovationinthisdissertationinclude:throughanalyzingandimprovingthemeasurementandanalysisofcustomersatisfactiontheory,Ianalyzesomedomesticcorporationscase,thendrawthefollowingconclusions:howtoincreasemarketcompetitionability;howtoincreasecustomer’faithfulnessandhowtoadaptthechangeablemarket.KeyWords:customersatisfactionlevel,measurementandanalysis,targetsystemCreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~III~----------------------------------11.1--------------------------------------------------------------------------------------11.1.1-----------------------------------------------------------------------------------11.1.2--------------------------------------------------------------------------------11.1.3------------------------------------------------------------------------21.2--------------------------------------------------------------------------------3-------------------------------------------------------------------------31.3.1---------------------------------------------------------31.3.2-----------------------------------------------------------------------------------4-----------------------------------------52.1-----------------------------------------------------------------------------52.2--------------------------------------------------------------------------------------62.3--------------------------------------------------------------------------72.3.1---------------------------------------------------------------72.3.3----------------------------------------8-------------------------------93.1-----------------------------------------------------------------93.2--------------------------------------------------------------------------93.3------------------------------------------------------------------------------------103.4--------------------------------------------------------------------------------------113.4.1------------------------------------------------------------------------------113.4.2---------------------------------------------------------------------------------123.4.3------------------------------------------------------------------------------------12---------------------------134.1------------------------------------------------------------------134.2------------------------------------------------------144.3-------------------------------------------15----------------------------------------------------17--------------------------------------------------------------------------19---------------------------------------------------------------------------20CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~1~1.11.1.1[11][6][16]Satisfaction=Expectation-Resutll1.1.21-1CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~2~[4][11][3]1.1.3[9](1)CommittedCustomer(2)(3)(4)(5)CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~3~1.2[1][1]20[6][9]21[9]1.3.198CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~4~[4]20ISO900020002002[2]1.3.2CreatePDFwithGO2PDFforfree,ifyouwishtoremovethisline,clickheretobuyVirtualPDFPrinter~5~2.1lllllllll2-1CreatePDFwithGO2PDFforfree,ifyouwishtoremovet