相关分析在加气站顾客满意度分析中的运用

Application of Correlation Analysis in Satisfaction Analysis of Gas Stations' Customers

在用加权算术平均法对顾客满意度进行测评时,其权数一般是采用经验判断法来确定.以加气站顾客满意度测评为例,为了排除主观因素的影响,使测评结果更加科学、客观,提出了用相关系数作权数来测评顾客满意度的方法,同时,还提出了根据相关系数和顾客对各因素满意度的评价数据来绘制满意度象限图,以此判断顾客满意状况,以便有针对性地提出提升顾客满意度的措施,为顾客满意度的测评及满意度的提升提供参考.

Weight number is often determined by experience judgment method when the weighted arithmetic average is used to evaluate customers＇ satisfaction. Taking the satisfaction evaluation of gas stations custom- ers as a case, in order to exclude the impact of subjective factors and make the evaluation results more sci- entific, objective, a method in which correlation coefficient was used as weight number was propose. Simul- taneously, satisfaction quadrantal diagram was protracted according to the correlation coefficient and evalu- ation data of customers＇ satisfaction on different factors, so as to estimate customers＇ satisfaction and put forward measures improving the satisfaction, which provides references for satisfaction evaluation of custom- ers as well as improving measures of customers＇ satisfaction.