| 顾客满意度评价指标体系设计 |
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| 引用本文： | 马全恩,张伟.顾客满意度评价指标体系设计[J].陕西理工学院学报(自然科学版),2003,19(4):67-69. |
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| 作者姓名： | 马全恩 张伟 |
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| 作者单位： | 西安理工大学,工商管理学院,陕西,西安,710048 |
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| 摘 要： | 顾客满意是企业关注的一个主要方面,顾客满意度评价指标体系的质量,直接关系到能否准确计算顾客满意度指数.从顾客的感知价值和顾客期望价值内涵入手,设计出一套顾客满意评价指标体系.
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| 关 键 词： | 顾客满意度 顾客期望 顾客感知价值 |
| 文章编号： | 1002-3410(2003)04-0067-03 |
| 修稿时间： | 2003年10月9日 |
Design of evaluation indicator system of customers' satisfaction |
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| MA Quan en,ZHANG Wei.Design of evaluation indicator system of customers'''' satisfaction[J].Journal of Shananxi University of Technology:Natural Science Edition,2003,19(4):67-69. |
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| Authors: | MA Quan en ZHANG Wei |
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| Abstract: | Customers' Satisfaction (CS) is the main of enterprises concerns. The quality of the CS evaluation indicator system has a direct relation to whether the CS indicator can be figured out precisely. This paper proposes a CS evaluation indicator system according to the meaning of Customer Perceived Value (CPV) and Customer Expected Value (CEV). |
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| Keywords: | CS customer expectation CPV |
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