手机产品顾客满意度研究与应用

Study on Customer Satisfaction of Mobile Phone and Its Application

激烈的市场竞争使企业越来越认识到争取市场份额、吸引并长期保持顾客的重要性。本文通过对费纳理论模型的研究,构建了手机产品顾客满意度评价指标,探讨了衡量、追踪调查、提高顾客满意度,从而提高顾客忠诚度的策略与方法,为增强我国手机生产企业的市场竞争力提供了有益的参考。

With the market competition becoming keener,enterprises keep an old customer is much cheaper than to obtain a new customer.This paper analyzes Feina Theory Model to determine customer satisfaction evaluation indexes and judges customer satisfaction degree of mobile phone,and then,proposes the tactics and methods to raise customer satisfaction degree.The aim of studying on mobile phone customer satisfaction is to raise customer loyalty and improve the market competitiveness of mobile phone industry in China.