摘要
“顾客满意度测量”是ISO90 0 0系列标准 2 0 0 0版提出的新的测量体系 ,本文概要地阐述了该项指标的缘由、企业开展顾客满意评价工作的重要性以及影响顾客满意程度的主要因素 。
Customer satisfaction measurement is a new measurement system which was put forward in the 2000 edition of the ISO9000 series standard.In this article,cause of index and importance that enterprise carries out appraising work and main elements of customer satisfaction are discussed in broad outline.
出处
《江西冶金》
2002年第4期45-47,共3页
Jiangxi Metallurgy
关键词
顾客满意度
测量
企业
发展保障
customer satisfaction
measurement
enterprise
development
security
