基于Web信息源的顾客满意度动态测评方法的研究

The dynamic method for surveying CSI based on Web

首先阐述了顾客满意度的定义及当前普遍采用的逻辑模型———费耐尔模型 ,在此基础上 ,拓展并分析了顾客价值对CSI构成要素的影响 ,构建了集中式Web信息源与CSI指标体系的映射关系 ,研究开发了相应的数据挖掘和计算方法 ,并在汽车行业进行了典型应用。

The definition of Customer Satisfaction and logic model-Fornell Model that has been adopted at large were set forth. With expanding and analyzing the influence of customer's value on each factor of the model, the mapping relationship of the concentrative information source based on Web and the index system of CSI was constructed. Then data mining arithmetic and calculate methods for CSI are developed. At last the dynamic survey CSI applied for autos.