| 企业顾客满意度评价及实证研究 |
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| 引用本文： | 王颖,乔梅,张研.企业顾客满意度评价及实证研究[J].情报科学,2008,26(12):1882-1885. |
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| 作者姓名： | 王颖 乔梅 张研 |
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| 作者单位： | [1]长春大学管理学院,吉林长春130022 [2]长春工业大学管理学院,吉林长春130022 |
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| 基金项目： | 吉林省社会科学基金
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| 摘 要： | 在经济高速发展、竞争日益激烈的社会,顾客满意度的高低已经成为制约企业生存和发展的最重要因素,甚至直接决定着企业的生存.本文应用顾客满意度理论,结合零售企业的特点.探讨零售企业顾客满意度评价模型及评价指标体系.并对沃尔玛超市进行实证研究.以期对零售企业提高顾客满意度提供借鉴.
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| 关 键 词： | 顾客满意度 顾客期望 实证研究 |
An Empirical Study and Evaluation of Enterprise Customer Satisfaction |
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| WANG Ying,QIAO Mei,ZHANG Yan.An Empirical Study and Evaluation of Enterprise Customer Satisfaction[J].Information Science,2008,26(12):1882-1885. |
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| Authors: | WANG Ying QIAO Mei ZHANG Yan |
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| Institution: | WANG Ying1,QIAO Mei1,ZHANG Yan2(1.School of Management,Changchun University,Changchun 130022,China,2.School of Management,Changchun University of Technology,Changchun130022,China) |
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| Abstract: | With increasingly intense competitions and rapid economic developments in the society,cus-tomer satisfaction has become the most important factor which restricts enterprises development and even determine their survival.To investigate an evaluation model and index system of customer satis-faction,this paper does an empirical study on Walmart through applying customer satisfaction theory and combining the features of retail enterprises.The work of this paper could be a valuable reference for retail enterpris... |
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| Keywords: | customer satisfaction customer expectation empirical study |
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