影响客户满意度的因素分析

3,,(300130):,,,,,,:;:F270:A:1008-911X(2005)04-0038-03AnalysisoftheFactorsthatAffecttheDegreeofCSCHENZhao-yang,LIFeng-Hua,HAOYong-jing(HebeiUniversityofTechnology,Tianjin,300130,China)Abstract:Customeristhefoundationofenterprisesdevelopment,howtokeepthecustomerisveryimportanttoenterprise,andcustomersatisfactionistherootofcustomerretention.Thispaperana2lyzethemeaningofthecustomersatisfactionfirstly,thentalkaboutthefactorswhichimpactthesat2isfaction,andintheendputforwardsomewaystoimprovethecustomersatisfaction,itwillgivesomegoodadvicetotheenterprise.Keywords:thedegreeofCS;analysisofaffect,(CS),,,,,,,:100-1=0,100,,,,:12,10;,20,:2005-05-183:(1974.09-),,,,,;204200512JournalofAdultEducationSchoolofHebeiUniversityofTechnologyVol.20No.4Dec.20051,,,,::,,,,,,,2,,,,,11:,,,:,,,,:,,,:,,,934,,,,:,,,?,,,3,,,:3.1,,,,60%80%3.2,,,;,,3.3,,,:,;,,;,,,,[1].[M].,,2001.[2],.[J].,2001.614-20.[3].:[J].,2000.466-67.[4]AnolBhattacherjee.Anempiricalanalysisoftheantecedentofelectroniccommerceservicecontinuance[J].DecisionSupportSystemandElec2tronicCommerce,2001,11(31-33..[5]Cardozo,RichardN.AnExperimentalStudyofCustomerEffort,Expectation,andSatisfaction,[J]JournalofMarketingReserch.1995.2(35.)[6]AbrahamH.Maslow.MaslowonManagement[M],NewYork:JohnWiley&Sons,1998.042005