顾客满意度理论模型与测评体系研究

A Study of the Theoretical Model and Evaluation System of Customer Satisfaction

顾客满意已经成为现代企业活动的基本准则。顾客满意度的测评是当前企业和学术界一个非常热门而又很重要的课题。本文首先阐明了顾客满意度的内涵及其特征,在对顾客满意度理论模型进行述评的基础上,提出了设计顾客满意度测评指标体系的原则与构成。

The customer satisfaction has already become a basic rule in the modern enterprises＂ business practice. Currently, the evaluation system of customer satisfaction is a hot and important topic in beth academic and enterprise circle. This paper addresses the concept of customer ~tisfaction and its characteristics firstly. Then on the basis of reviewing the theoretical model, it points out the principles in designing the evaluation system of customer satisfaction and gives an analysis of its structure.