摘要
客户满意度是现代企业管理的一个重要方面。而客户满意度指数(CSI)是在基于对数据进行科学、系统地分析之上,来反映客户满意度的一个指标。在此基础上,能够更加合理地优先改善影响企业服务营销的因素。文章运用模糊评价的方法对企业客户满意度指数进行了综合评价并且在企业进行了应用。
The customer satisfaction is an important part in the enterprise' s management. And the customer satisfaction index (CSI) is an important index reflecting the customer satisfaction,which is based on the scientific and systematic analysis to the data. Above all ,the enterprise can better improve the factors which influence its service marketing. This article evaluates the CSI and applies it in the enterprise by means of the fuzzy method.
出处
《齐齐哈尔大学学报(哲学社会科学版)》
2007年第4期69-70,共2页
Journal of Qiqihar University(Philosophy & Social Science Edition)
关键词
客户满意度
客户满意度指数
模糊评价
customer satisfaction
customer satisfaction index
fuzzy method evaluation