摘要
如何度量顾客的满意程度正为企业所关注。本文在依据常用的顾客满意度指数测评模型的基础上,借鉴顾客测评体系,建立了企业的内、外部顾客测评体系,测评出企业内、外部顾客满意度指数,按照权数公式得到企业顾客满意度指数为73.61。经理论和实践的验证,其是合理的。
Enterprises are paying attentions to the Customer Satisfaction Index （CSI）. In this paper, the internal and external customer satisfaction evaluation system model for our enterprise were established, based on common customer evaluation system. The CSI for our enterprise was evaluated to be 73.61, which was verified to be reasonable.
出处
《沈阳航空工业学院学报》
2009年第4期78-81,共4页
Journal of Shenyang Institute of Aeronautical Engineering
关键词
满意指数
度量模型
测评体系
satisfaction index
measurement model
evaluation system
