本文關(guān)鍵詞： 經(jīng)濟(jì)技術(shù)開發(fā)區(qū) 企業(yè)滿意度 評(píng)價(jià)模型 主成分回歸分析　出處：《西北大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：在當(dāng)今社會(huì),不管是企業(yè)、政府還是其它公共服務(wù)部門都會(huì)將顧客滿意度作為衡量產(chǎn)品質(zhì)量和服務(wù)質(zhì)量的一種綜合性評(píng)價(jià)指標(biāo)。尤其對(duì)政府部門而言,通過進(jìn)行顧客滿意度測(cè)評(píng),研究如何提升顧客滿意度策略,有利于更好的掌握企業(yè)的投資和運(yùn)營需求,更好的監(jiān)督和改善政府部門的工作,更好的為公眾和社會(huì)提供優(yōu)質(zhì)高效的服務(wù)和環(huán)境。把顧客滿意度作為政府部門不懈追求的終極目標(biāo)和評(píng)價(jià)指標(biāo),將現(xiàn)代企業(yè)為顧客服務(wù)的核心理念滲透到政府的各項(xiàng)決策和執(zhí)行系統(tǒng)中,對(duì)于運(yùn)營管理體制日趨向企業(yè)化管理趨同的開發(fā)區(qū),無論是實(shí)際需要還是從理論研究的發(fā)展來說都具有非常重要的意義。 本文首先以客戶關(guān)系管理和顧客滿意度理論為理論基礎(chǔ),通過比較國內(nèi)外先進(jìn)、主流的顧客滿意度模型,結(jié)合西安經(jīng)濟(jì)技術(shù)開發(fā)區(qū)作為政府派出機(jī)構(gòu),代表政府行使行政職能的特點(diǎn),分析構(gòu)成入?yún)^(qū)企業(yè)滿意各變量的關(guān)系,構(gòu)建了西安經(jīng)濟(jì)技術(shù)開發(fā)區(qū)企業(yè)滿意度模型。其次,確定了60家入?yún)^(qū)規(guī)模以上企業(yè)作為調(diào)查對(duì)象,通過問卷調(diào)查的方式收集有效測(cè)評(píng)數(shù)據(jù)。隨后,利用SPSS對(duì)數(shù)據(jù)進(jìn)行了描述性統(tǒng)計(jì)分析,通過信度效度分析、主成分分析和最小二乘法回歸分析了西安經(jīng)濟(jì)技術(shù)開發(fā)區(qū)企業(yè)滿意度指標(biāo)體系的合理性并得出測(cè)評(píng)的結(jié)果。最后,根據(jù)測(cè)評(píng)分析的結(jié)果,從感知質(zhì)量、感知價(jià)值和企業(yè)形象等影響程度最重要的因素出發(fā),設(shè)計(jì)了提升西安經(jīng)開區(qū)企業(yè)滿意度的策略方案,以此提高西安經(jīng)開區(qū)行政效能和服務(wù)質(zhì)量,實(shí)現(xiàn)企業(yè)預(yù)期的滿意程度。
[Abstract]:In today's society, whether enterprises, governments or other public service departments will regard customer satisfaction as a comprehensive evaluation index to measure the quality of products and services. Through the evaluation of customer satisfaction, research on how to improve customer satisfaction strategy is conducive to better grasp of the investment and operational needs of enterprises, better supervision and improvement of the work of government departments. To better provide the public and society with high quality and efficient service and environment. Customer satisfaction is regarded as the ultimate goal and evaluation target pursued by the government. The core concept of customer service in modern enterprises is permeated into the decision-making and execution systems of the government. For the development zones where the operational management system tends to converge with the enterprise management system day by day, Both the actual needs and the development of theoretical research are of great significance. Firstly, based on the theory of customer relationship management and customer satisfaction, this paper compares the advanced and mainstream customer satisfaction models at home and abroad, and combines the Xi'an Economic and technological Development Zone as a government agency. On behalf of the government, this paper analyzes the relationship between the variables of enterprise satisfaction, and constructs the enterprise satisfaction model of Xi'an Economic and technological Development Zone. Secondly, 60 enterprises above the size of the district are selected as the objects of investigation. The effective data were collected by questionnaire. Then, the data were analyzed by SPSS, and the reliability and validity of the data were analyzed. Principal component analysis (PCA) and least square regression analysis (LSM) have analyzed the rationality of the enterprise satisfaction index system in Xi'an Economic and technological Development Zone and obtained the results of the evaluation. Finally, according to the results of the evaluation and analysis, the perceived quality is analyzed from the perspective of perceived quality. Based on the most important factors such as perceived value and corporate image, this paper designs a strategic plan to improve the enterprise satisfaction in Xi'an Economic Development area, so as to improve the administrative efficiency and service quality of Xi'an Economic Development District, and realize the expected satisfaction degree of the enterprise.
【學(xué)位授予單位】：西北大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F279.27

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