摘要
本文结合CS理论模型和电信业的具体业务,提出了电信业顾客满意度测评指标体系,并在预调查阶段运用信度分析和因子分析,证明了该指标体系的有效性和实用性。
The essay advances measurement indexes system of customer satisfaction degree in telecommunications industry according to CS theory model and this industry′s specific businesses .It uses trustiness degree and factor analyzing in the phase of pre-investigation to prove the effectiveness and practicality of this indexes system.
出处
《世界标准化与质量管理》
2004年第6期11-13,共3页
World Standardization & Quality Management
关键词
顾客满意
顾客满意度
测评指标
效度检验
customer satisfaction, customer satisfaction degree, measurement indexes, effectiveness degree test
