顾客满意度评价指标体系设计

Design of evaluation indicator system of customers' satisfaction

顾客满意是企业关注的一个主要方面,顾客满意度评价指标体系的质量,直接关系到能否准确计算顾客满意度指数。从顾客的感知价值和顾客期望价值内涵入手,设计出一套顾客满意评价指标体系。

Customers' Satisfaction (CS) is the main of enterprises concerns. The quality of the CS evaluation indicator system has a direct relation to whether the CS indicator can be figured out precisely. This paper proposes a CS evaluation indicator system according to the meaning of Customer Perceived Value (CPV) and Customer Expected Value (CEV).