具有预警功能的顾客满意度数学模型研究

Research on the Mathematic Model of Customer Satisfaction with Alarming Function

根据预警系统的设计理论,构建了顾客满意度预警系统,其内容包括了顾客满意度预警指标系统,顾客满意度预警信号系统,确定顾客满意度预警界限。并以东风雪铁龙轿车的顾客满意度预警为实证分析,对该品牌轿车的顾客满意度预警情况进行计算、分析,针对雪铁龙轿车的不足之处提出了相关的预警措施。这对改善公司营销系统工作状态有一定的作用。

According to the theory of enterprise alarming management, the author establishes the alarming system of customer satisfaction（CS）, which includes the customer satisfaction index model with alarming function, built the evaluation index system of CS alarming, And the author establishes the arnbit of system of CS alarmin, At last, it take an example about CS of Citroen brand car alarming to demonstrate the model, and discussed some early-control countermeasure and crisis management of enterprise customer satisfaction.