工业企业顾客满意度测评指标体系研究

质量管理已发展到“以顾客为关注焦点”的阶段。了解顾客需求,满足顾客期望,使顾客满意,是企业在激烈的市场竞争中的立足之本。产品是否合格需要检验,顾客是否满意就需要测评,而在顾客满意度测评中,测评指标体系的确定是至关重要的环节。本文根据顾客满意度测评基本模型,介绍了制定顾客满意度测评指标体系的原则、应考虑的主要因素,在此基础上给出了顾客满意度测评指标体系。

Research on the Customer Satisfaction Measurement Indexes for Industrial Enterprise

Quality management has come to the stage of'following the interests of customes. Understanding customers' requirement,meeting customers' expectation,making customers satisfied is the base of enterprise to survive in competitive market. If we want to know if one product is eligible or not, we need to checkout it. If an enterprise wants to know if its customes are satisfied or not,it also needs to be measured. In customer satisfaction measurement, the work of determining the system of measurement indexes is very important. According to the model of customer satisfaction measurement,this paper introduces the principles and the factors that ought to be considered when the customer satisfaction measurement indxes are determined. On the basis of this,it presents the system of customer satisfaction measurement indexes for industrial enterprises.