用户满意度管理中的统计学分析方法

Statistical analysis used in customer satisfaction management

通过实例分析,应用方差分析法分析了各测评项目对用户满意度的显著性影响;应用加权均值法计算各测评项目对顾客满意度影响程度的权重系数;应用q检验统计法、多重比较等方法分析影响公司顾客满意度的各种因素,并对影响用户满意度的测评指标提出了改进建议。

Different methods are used in this article to analyses the impact of factors affecting customers＇ satisfaction. The article also offers some suggestions to improve the indicating factors that influence the degree of satisfaction on the part of customers. Analysis methods used include variance analysis, weighted mean method, multiple comparison and some other methods.