基于Citespace顾客满意度研究现状及热点分析

Visualization Analysis of Customer Satisfaction Based on CNKI

以CNKI数据库为搜索源,以2000-2017年发表的2767篇顾客满意度文献为对象,运用CiteSpace和Excel做数据统计,依次分析发文量、来源期刊、机构、作者和关键词的网络图谱,突出我国顾客满意度主题的研究现状与热点。结果表明:顾客满意度文献的发文量总体呈倒U型;期刊质量层次不齐;高校学者是科研的主力军,研究对象由外部顾客逐渐转向内部员工和公众;测评体系方法以顾客满意度指数为基础;驱动要素以服务质量为首;研究主要应用于经济领域的企业和客户管理。

This article takes the journals of CNKI as research source,and 2767 customer satisfaction literature published from 2000-2017 as research object,using CiteSpace and Spss for statistical analysis,and sequentially analyzes the network atlas of document volume,source journals,institutions,authors,key words,and highlights the research status and hot spots in the subject area of China's customer satisfaction.The findings indicate that the overall trend in documentation of customer satisfaction literature is showing a reverse U shape;the core journals are primarily commercial economic studies,commercial Modernization,and commercial research;high school is the main force in this field with representative authors such as Tang Jiafu,Li Yanlai and Nan Jianfei.This field focuses on aspects such as customer satisfaction research,measurement systems,drivers and research applications.