浙江服务业顾客满意测评体系构建研究

Analysis on Construction of CSI-System of Service Industry in Zhejiang

本文结合浙江省服务产业现状,分析了构建浙江省服务业顾客满意指数体系(ZFCSI)的基本思路,确定了ZFCSI的层次和基本范围,并初步设计测评方案,以期对ZFCSI测评工作的开展有所裨益。

Combing the status quo of service industry in Zhejiang, this article proposes a basic thought over the construction of CSI-system of service industry, identifies the level and basic scope of ZFCSI, and proposes planning of design the evaluation for the benefit of carrying out the evaluation of ZFCSI.