攀枝花市豪客来顾客满意度调查分析及改善

Analysis and Improvement of Customer Satisfaction Survey of Haokelai in Panzhihua

针对豪客来的服务现状进行分析调查,本文以“ACSI”为理论基础,构建了顾客满意度逻辑模型,运用层次分析法细化顾客满意度指标评测体系,将满意度评测变得量化可行。通过构建顾客满意度模型,找到影响其顾客满意度的几个重要因素。运用问卷法、流程程序分析法,深挖背后原因,并运用工业工程的方法对其进行改善优化,从而提高顾客满意度。

This paper analyzes and investigates the status quo of the service of Haokelai.Based on the theoretical basis of"ACSI",this paper constructs a logical model of customer satisfaction,and uses the analytic hierarchy process to refine the customer satisfaction index evaluation system to make the satisfaction evaluation quantitative and feasible.By constructing a customer satisfaction model,several important factors affecting its customer satisfaction are found.It uses questionnaires and process analysis methods to dig deeper into the underlying causes,and uses industrial engineering methods to improve and optimize them to increase customer satisfaction.