组织顾客满意度测评指数模型(OCSI)的研究

Research on the Measurement Model of Organizational Customer Satisfaction Index

顾客满意度指数(CustomerSatisfactionIndex,CSI),是运用统计的方法把顾客满意程度定量化。目前不少发达国家和地区已编制和发布顾客满意度指数(CSI),许多知名的跨国公司积极实施顾客满意战略,进行顾客满意度指数(CSI)的测评。本文主要研究如何建立组织顾客满意度指数(OCSI)模型,包括:OCSI模型的结构和结构变量、测量变量及它们的数学表达式,同时简要地讨论了设计OCSI的指标体系和调查表的一些事宜。

This paper is research on CSI of organization. Customer Satisfaction Index, CSI, show various degrees of Customer Satisfaction (CS). Update many nation countries and enterprises measure their CSI. Now I design a model of OCSI, CSI of Organization, in this paper. And include the structure, variable, expression of OCSI. This paper discusses the index system and the questionnaire of OCSI, too.