顾客期望视角下的售后服务绩效指标体系的设计

Research on Service Performance Mechanism from the Perspective of Customer Expectations

本文阐述了建立基于顾客期望的售后服务绩效考评指标体系的必要性,分析了现行考核体系片面性,以卡诺模型为理论基础,通过问卷调查对客户期望进行了实证分析,并运用Delphi与AHP法,构建了"基于顾客期望"的售后服务绩效评价指标体系,以推动企业通过建立售后服务绩效考核指标来达到控制企业服务成本、提高企业服务质量的目的。

It is expounded in this article based on customer expectation of after-sales service, the necessity of performance evaluation index system, analyzes the current evaluation system respectively, based on the theory of kano model, has carried on the empirical analysis to customer expectations through questionnaire, and using Delphi and AHP method, based on customer expectation is constructed of after-sales service performance evaluation index system, through the establishment of after-sales service to promote the enterprise performance evaluation indicators to achieve control of the enterprise service costs The purpose of improving the quality of enterprise services.