發(fā)布時(shí)間：2018-04-13 09:18

  本文選題：客車(chē)企業(yè) + 客戶(hù)滿(mǎn)意度��； 參考：《長(zhǎng)安大學(xué)》2013年碩士論文

【摘要】：自2000年以來(lái)，國(guó)內(nèi)客車(chē)行業(yè)進(jìn)入飛速發(fā)展時(shí)代，與此同時(shí)，客戶(hù)對(duì)客車(chē)產(chǎn)品本身及相關(guān)服務(wù)的要求也是與日俱增。因此，只有以客戶(hù)為中心來(lái)開(kāi)發(fā)產(chǎn)品和提供服務(wù)，才能更好地滿(mǎn)足客戶(hù)的需求。為獲得競(jìng)爭(zhēng)優(yōu)勢(shì)，，越來(lái)越多的客車(chē)企業(yè)開(kāi)始重視客戶(hù)關(guān)系管理，努力提高客戶(hù)滿(mǎn)意度。構(gòu)建針對(duì)中國(guó)客車(chē)企業(yè)的客戶(hù)滿(mǎn)意度測(cè)評(píng)模型，進(jìn)行客戶(hù)滿(mǎn)意度測(cè)量，有利于了解客戶(hù)的確切需求、期望以及消費(fèi)經(jīng)歷的實(shí)際感受，從而發(fā)現(xiàn)企業(yè)自身的不足，進(jìn)而提出有針對(duì)性的經(jīng)營(yíng)策略，全方位的滿(mǎn)足客戶(hù)需求，以提高客戶(hù)滿(mǎn)意度，達(dá)到有效提高企業(yè)績(jī)效和競(jìng)爭(zhēng)力的目的。 論文在現(xiàn)有的客戶(hù)滿(mǎn)意度測(cè)評(píng)模型的基礎(chǔ)上，從理論與實(shí)證兩方面對(duì)客車(chē)企業(yè)的客戶(hù)滿(mǎn)意度測(cè)評(píng)進(jìn)行了研究與分析。首先，對(duì)客戶(hù)滿(mǎn)意相關(guān)理論進(jìn)行綜述，重點(diǎn)介紹了國(guó)內(nèi)外典型的客戶(hù)滿(mǎn)意度測(cè)評(píng)模型；然后，通過(guò)分析指出，為了讓企業(yè)的有限資源得到最大的回報(bào)，應(yīng)重點(diǎn)提高大客戶(hù)的滿(mǎn)意度。本文以客車(chē)企業(yè)為研究主體，以客車(chē)企業(yè)的客戶(hù)滿(mǎn)意度為研究對(duì)象，在前人研究的基礎(chǔ)上，結(jié)合客車(chē)行業(yè)的特點(diǎn)與該行業(yè)客戶(hù)的特殊要求構(gòu)建了客車(chē)企業(yè)客戶(hù)滿(mǎn)意度的測(cè)評(píng)指標(biāo)體系，從產(chǎn)品、服務(wù)、企業(yè)形象、客戶(hù)忠誠(chéng)度四個(gè)方面，具體包括28個(gè)指標(biāo)，對(duì)客戶(hù)滿(mǎn)意度進(jìn)行測(cè)評(píng)分析。研究過(guò)程中，運(yùn)用層次分析法確定測(cè)評(píng)指標(biāo)體系的權(quán)重，應(yīng)用模糊綜合評(píng)價(jià)法對(duì)客戶(hù)滿(mǎn)意度進(jìn)行測(cè)評(píng)，對(duì)客戶(hù)滿(mǎn)意度進(jìn)行定性和定量分析，并進(jìn)行了實(shí)證研究，進(jìn)一步證明了該理論方法的實(shí)際可操作性。實(shí)證研究中，測(cè)評(píng)大金龍海外經(jīng)銷(xiāo)商（亦屬于大客戶(hù)）的滿(mǎn)意度，并通過(guò)滿(mǎn)意度——重要性分析，找到影響客戶(hù)滿(mǎn)意的關(guān)鍵因素，為該客車(chē)企業(yè)改進(jìn)產(chǎn)品質(zhì)量、服務(wù)質(zhì)量提供了有效的依據(jù)和具體方向。論文為目前客車(chē)企業(yè)進(jìn)行客戶(hù)滿(mǎn)意度管理提供了一項(xiàng)科學(xué)有效、切實(shí)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(xué)位授予單位】：長(zhǎng)安大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F274;F426.471

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 徐鴻儒;H公司大連客服中心客戶(hù)滿(mǎn)意度案例研究[D];大連理工大學(xué);2015年

本文編號(hào)：1743868