摘要
用户满意度CSD(CustomerSatisfactionDegree)是目前国内外质量领域和经济领域中的一项前沿研究课题。近 2 0年来 ,西方发达国家普遍意识到了顾客满意度的作用、地位和意义 ,从定性和定量两个方面对CSD进行了系统研究。针对石油行业的特殊性 ,阐述了CSD对石油企业产品和服务质量定位的重要性 ,以ACSI为依据给出了石油企业用户满意度指数理论模型 ,并由此提出了石油企业用户满意度测评体系和方法。
Customer Satisfaction Degree(CSD)has been a pioneering subject for research in the field of quality and economy.With the general awareness of CSD's role,place and significance in the developed countries in the West,a systematic study has been made on CSD both qualitatively and quantitatively.In view of the characteristics of oil industry,an elaboration is made on the importance of CSD to quality assessment of products and services provided by oil enterprises.On the basis of ACSI,a theoretical model is established to indicate CSD index of oil enterprises and then the system and methods for CSD assessment in oil enterprises are proposed.
出处
《石油工业技术监督》
2003年第12期8-12,共5页
Technology Supervision in Petroleum Industry
基金
中国石油天然气集团公司质量安全环保部重点项目
