摘要
本文按照ISO9000:2000(GB/T19000-2000)讨论了顾客和顾客满意度的几个基本概念,介绍了一些顾客满意度调查的知识和国外顾客满意度调查的实施,论述了国内外顾客满意度调查的重要作用。指出中国应该重视顾客满意度调查,正确地进行顾客满意度调查,利用顾客满意度调查的结果来提高企业和国家的竞争力。
This paper gives several standard concepts about customer and customer satisfaction according to the ISO9000:2000 (BG/T19000-2000), introduces some knowledge of customer satisfaction research and the implementation of customer satisfaction research abroad, and discusses the important function of customer satisfaction research both in China and abroad. China should pay attention to customer satisfaction research, carry out customer satisfaction research correctly and make use of the result of customer satisfaction research in order to raise the capacity for competition of enterprises and the country.
出处
《统计教育》
2004年第1期57-61,共5页
Statistical education
