| 基于顾客满意度测评的服务企业优劣势分析 |
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| 引用本文： | 苏钰,汪波.基于顾客满意度测评的服务企业优劣势分析[J].邯郸职业技术学院学报,2004,17(2):43-48. |
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| 作者姓名： | 苏钰 汪波 |
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| 作者单位： | 天津大学管理学院,天津,300072 |
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| 基金项目： | 天津市哲学社会科学研究规划项目,编号TJ03-GL010 |
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| 摘 要： | 从测定顾客满意出发，利用模糊关系方程，建立了一种测定影响服务企业顾客满意度因素重要性的模型，通过此模型服务企业可以了解顾客对服务产品特性的看法，结合对各项指标的满意度找到本企业的优势和劣势。
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| 关 键 词： | 服务企业 顾客满意度 测评指标 模糊关系方程 服务产品 |
An Analysis on the Prospect of a Service Enterprise Based on the Survey of Customer Satisfaction |
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| SU Yu WANG Bo.An Analysis on the Prospect of a Service Enterprise Based on the Survey of Customer Satisfaction[J].Journal of Handan Vocational and Technical College,2004,17(2):43-48. |
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| Authors: | SU Yu WANG Bo |
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| Abstract: | With the competition of the service industry increasing, service enterprises pay more attention to create customer satisfaction than before.This requires service enterprises to find out desires of customer. Based on the measurement of customer satisfaction, this paper establishes a model of measuring the weightiness of factors of influencing customer satisfaction. Using this model, a service enterprise can find out customer's views to its product characteristics and combine these views with customer satisfaction to find out advantages and disadvantages of the service enterprise so that it can continue to improve. |
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| Keywords: | service product satisfaction index system fuzzy relations equation |
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