美国顾客满意度指数

American Customer Satisfaction Index

顾客满意度指数作为一种新的业绩衡量方法,能够从市场角度对公司、行业、国民经济中的各个部门以及整体国民经济进行测评。首先介绍了美国顾客满意度指数(ACSI)产生的背景;然后研究了ACSI模型建立的前提、模型结构及测评方法;最后对ACSI的测评结果进行分析,得出相应结论,并以此为公共决策、管理、个体顾客和整个营销提供丰富的信息。

The American Customer Satisfaction Index (ACSI) is anew type of market-based perform ance measure for firms,industries, econom ic sectors,and national economies.The authors discussed the natureandpurposes of ACSIand explained the theory underlying theACSI model,the nation-wide survey methodology and econometric approach employed to esti mate the indices.The authors concluded with a discussion of the implication of ACSI for public policym akers,managers,consumers,and marketing in general.