本文選題：客車企業(yè) + 客戶滿意度�。� 參考：《長安大學》2013年碩士論文

【摘要】：自2000年以來，國內(nèi)客車行業(yè)進入飛速發(fā)展時代，與此同時，客戶對客車產(chǎn)品本身及相關服務的要求也是與日俱增。因此，只有以客戶為中心來開發(fā)產(chǎn)品和提供服務，才能更好地滿足客戶的需求。為獲得競爭優(yōu)勢，，越來越多的客車企業(yè)開始重視客戶關系管理，努力提高客戶滿意度。構建針對中國客車企業(yè)的客戶滿意度測評模型，進行客戶滿意度測量，有利于了解客戶的確切需求、期望以及消費經(jīng)歷的實際感受，從而發(fā)現(xiàn)企業(yè)自身的不足，進而提出有針對性的經(jīng)營策略，全方位的滿足客戶需求，以提高客戶滿意度，達到有效提高企業(yè)績效和競爭力的目的。 論文在現(xiàn)有的客戶滿意度測評模型的基礎上，從理論與實證兩方面對客車企業(yè)的客戶滿意度測評進行了研究與分析。首先，對客戶滿意相關理論進行綜述，重點介紹了國內(nèi)外典型的客戶滿意度測評模型；然后，通過分析指出，為了讓企業(yè)的有限資源得到最大的回報，應重點提高大客戶的滿意度。本文以客車企業(yè)為研究主體，以客車企業(yè)的客戶滿意度為研究對象，在前人研究的基礎上，結合客車行業(yè)的特點與該行業(yè)客戶的特殊要求構建了客車企業(yè)客戶滿意度的測評指標體系，從產(chǎn)品、服務、企業(yè)形象、客戶忠誠度四個方面，具體包括28個指標，對客戶滿意度進行測評分析。研究過程中，運用層次分析法確定測評指標體系的權重，應用模糊綜合評價法對客戶滿意度進行測評，對客戶滿意度進行定性和定量分析，并進行了實證研究，進一步證明了該理論方法的實際可操作性。實證研究中，測評大金龍海外經(jīng)銷商（亦屬于大客戶）的滿意度，并通過滿意度——重要性分析，找到影響客戶滿意的關鍵因素，為該客車企業(yè)改進產(chǎn)品質(zhì)量、服務質(zhì)量提供了有效的依據(jù)和具體方向。論文為目前客車企業(yè)進行客戶滿意度管理提供了一項科學有效、切實可行的研究工具。
[Abstract]:Since 2000, the domestic bus industry has entered the era of rapid development, at the same time, the customer demand for passenger car products and related services is also increasing.Therefore, the customer-centered development of products and services can better meet customer needs.In order to gain the competitive advantage, more and more bus enterprises begin to attach importance to customer relationship management and strive to improve customer satisfaction.Building a customer satisfaction evaluation model for Chinese bus enterprises and measuring customer satisfaction will help to understand the actual needs, expectations and consumption experience of customers, thus finding out the shortcomings of the enterprises themselves.Furthermore, the paper puts forward a targeted management strategy to meet the needs of customers in all directions in order to improve customer satisfaction and achieve the purpose of effectively improving the performance and competitiveness of enterprises.Based on the existing customer satisfaction evaluation model, this paper studies and analyzes the customer satisfaction evaluation of passenger car enterprises from both theoretical and empirical aspects.First of all, the related theories of customer satisfaction are summarized, and the typical customer satisfaction evaluation model at home and abroad is introduced, and then, through the analysis, it is pointed out that in order to get the maximum return on the limited resources of enterprises,Emphasis should be placed on improving customer satisfaction.This paper takes the bus enterprise as the main body of study, takes the passenger car enterprise's customer satisfaction as the research object, on the basis of the previous research,Combined with the characteristics of bus industry and the special requirements of customers in this industry, the evaluation index system of customer satisfaction of bus enterprises is constructed, which includes 28 indexes, including four aspects: product, service, enterprise image, customer loyalty, etc.Evaluate and analyze customer satisfaction.In the research process, the weight of the evaluation index system is determined by AHP, the customer satisfaction is evaluated by fuzzy comprehensive evaluation method, the customer satisfaction is qualitatively and quantitatively analyzed, and the empirical research is carried out.It is further proved that the method is practical and feasible.In the empirical study, the satisfaction degree of the overseas dealers (also belong to the large customers) is evaluated, and the key factors that affect the customer satisfaction are found through the analysis of the satisfaction-importance, so as to improve the product quality for the bus enterprise.Service quality provides effective basis and specific direction.This paper provides a scientific and effective research tool for customer satisfaction management in bus enterprises.
【學位授予單位】：長安大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F426.471

【引證文獻】

相關碩士學位論文 前1條

1 徐鴻儒;H公司大連客服中心客戶滿意度案例研究[D];大連理工大學;2015年

本文編號：1743868