【摘要】：本文按照理論——方法——應(yīng)用的主線組織全文,圍繞廣州邊檢服務(wù)滿意度測(cè)評(píng),從理論和實(shí)踐兩個(gè)方面對(duì)廣州邊檢服務(wù)顧客滿意度進(jìn)行分析和探討。首先對(duì)當(dāng)前顧客滿意理論和公共組織滿意度方面的研究進(jìn)行了系統(tǒng)的梳理和分析;然后,從系統(tǒng)的角度出發(fā),篩選出評(píng)價(jià)邊檢機(jī)關(guān)服務(wù)質(zhì)量的各種指標(biāo),并在此基礎(chǔ)上,構(gòu)建了適合廣州邊檢的顧客滿意度測(cè)評(píng)模型;最后以番禺邊檢站服務(wù)提升的案例進(jìn)行了實(shí)證分析: 1、通過問卷形式對(duì)廣州邊檢服務(wù)現(xiàn)狀的研究,構(gòu)建廣州邊檢顧客滿意度評(píng)價(jià)系統(tǒng),從系統(tǒng)的角度去認(rèn)識(shí)顧客滿意度評(píng)價(jià),給出了廣州邊檢顧客滿意度評(píng)價(jià)系統(tǒng)的基本組成和設(shè)計(jì)原則、過程。 2、介紹了國內(nèi)外常見的幾鐘顧客滿意度測(cè)評(píng)模型,包括SCSB、ACSI、ECSI等模型,在此基礎(chǔ)上,構(gòu)建了一個(gè)適合廣州編輯愛你的顧客滿意度測(cè)評(píng)模型,該模型考慮了影響顧客滿意度的四個(gè)指標(biāo):服務(wù)態(tài)度、服務(wù)質(zhì)量、服務(wù)效率和公共價(jià)值,并從這四個(gè)指標(biāo)上構(gòu)建了17個(gè)評(píng)價(jià)指標(biāo)體系。 3、給出了顧客滿意度測(cè)評(píng)方法——層次分析法(AHP),該測(cè)評(píng)方法能對(duì)復(fù)雜的指標(biāo)進(jìn)行計(jì)算,并確定權(quán)重。 4、以番禺出入境邊防檢查站為案例進(jìn)行了實(shí)證分析,利用問卷調(diào)查的形式完成了數(shù)據(jù)的收集,并對(duì)調(diào)查結(jié)果量化,進(jìn)而對(duì)番禺出入境邊防檢查站的顧客滿意度現(xiàn)狀進(jìn)行診斷。 本文研究了廣州邊檢顧客滿意度測(cè)評(píng)方法,并給出了相應(yīng)的模型,依據(jù)模型處理的結(jié)果對(duì)廣州邊檢下屬的番禺出入境邊防檢查站進(jìn)行了滿意度現(xiàn)狀診斷,這對(duì)于有效改進(jìn)廣州邊檢工作現(xiàn)狀,提高服務(wù)水平,有較強(qiáng)的現(xiàn)實(shí)和指導(dǎo)意義。
[Abstract]:This paper organizes the full text according to the main line of theory, method and application, and analyzes and discusses the customer satisfaction of Guangzhou border inspection service from both theoretical and practical aspects around the evaluation of Guangzhou border inspection service satisfaction. First of all, the current customer satisfaction theory and public organization satisfaction research are systematically combed and analyzed. Then, from the systematic point of view, various indexes to evaluate the service quality of border inspection organs are selected, and on this basis, a customer satisfaction evaluation model suitable for Guangzhou border inspection is constructed. Finally, an empirical analysis is carried out with the case of improving the service of Panyu Border Inspection Station: 1. Through the study of the present situation of Guangzhou Border Inspection Service in the form of questionnaire, the customer satisfaction evaluation system of Guangzhou Border Inspection Station is constructed. From the point of view of system, this paper understands the evaluation of customer satisfaction, and gives the basic composition, design principle and process of the evaluation system of customer satisfaction in Guangzhou Border Inspection. 2. This paper introduces several common customer satisfaction evaluation models at home and abroad, including SCSB,ACSI,ECSI and other models, and on this basis, constructs a customer satisfaction evaluation model suitable for Guangzhou editors to love you. The model considers four indexes that affect customer satisfaction: service attitude, service quality, service efficiency and public value, and constructs 17 evaluation index systems from these four indicators. 3. The evaluation method of customer satisfaction, AHP (AHP), is given, which can calculate the complex index and determine the weight. 4. Taking Panyu entry and exit border control station as an example, this paper makes an empirical analysis, uses the form of questionnaire survey to complete the data collection, and quantifies the survey results, and then makes a diagnosis of the current situation of customer satisfaction at Panyu entry and exit border control station. In this paper, the evaluation method of customer satisfaction in Guangzhou border inspection is studied, and the corresponding model is given. According to the results of the model processing, the satisfaction status of Panyu Border Inspection Station under Guangzhou Border Inspection is diagnosed. This has a strong practical and guiding significance for effectively improving the current situation of Guangzhou border inspection and improving the service level.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2010
【分類號(hào)】：D631.46

【相似文獻(xiàn)】

相關(guān)期刊論文 前10條

1 任燕;張紅;周文;;鄂爾多斯市居民生活質(zhì)量研究[J];經(jīng)濟(jì)視角(中旬);2011年03期

2 ;處理投訴標(biāo)準(zhǔn) 顧客滿意是前提 企業(yè)滿意才是最終目的——企業(yè)維權(quán)專家王壽魁訪談[J];中國標(biāo)準(zhǔn)導(dǎo)報(bào);2008年06期

3 李松;;探秘官方民調(diào)[J];w，

本文編號(hào)：2475574