客户满意度的统计研究

The Statistical Research of Customer Satisfaction

目前,中国经济市场逐步由卖方市场转向买方市场,客户是否满意、满意的程度已成为企业生产、经营、销售的一个风向标,谁拥有的客户多,客户满意度高,谁就将主导市场,所以越来越多的企业都把了解客户满意度作为企业发展的重要一环,衡量客户满意度成为企业的迫切需求。基于客户满意度理论和统计学理论,对某商店客户满意度做抽样调查获取数据,运用多元统计分析方法并结合"重要性—绩效"模型对该商店满意度状况做出详尽的经济分析,依据分析结果给出了商家提高客户满意度的参考建议。

Chinese economic market gradually changes from seller＇s market into buyers＇ market durng these years. The degree of customers＇ satisfaction has become a wind vane for the production, management, and sales. Who that has more customers, and wins a higher degree of satisfaction will lead the market. Therefore more and more enterprises consider understanding customer satisfaction as an important link in the development of these enterprises, and measuring the degree of customer satisfaction as the urgent demand. Based on the customer degree of satisfaction theory and statistics theory, this article gains data from the sample investigation on some customers of a store. By utilizing multi - dimensional statistical analysis method and ＂Importantce - achievements＂ Model, the author makes an exhaustive economic analysis to this store degree of satisfaction conditions, and offers some suggestion to enhance the customer degree of satisfaction.