本文選題：CP公司 + 顧客滿意度��； 參考：《山東大學》2013年碩士論文

【摘要】：隨著中國經濟的幾十年來的迅猛發(fā)展,世界制造業(yè)的中心毫無質疑的轉移到了中國。這給中國帶來了更多的發(fā)展機會,同時也帶來了更大的挑戰(zhàn)。經過幾十年的發(fā)展顯示,企業(yè)的發(fā)展不僅要有以產品為中心,還要逐步的向以客戶為中心轉變。從種種例子可以看出,核心能力培育與運用的結果不僅能奠定企業(yè)的長期成功,還是建立與維持顧客關系能力的結果。在學術界有研究表明,在每一個細分的領域中,提高產品的市場占有率的一個重要途徑是提高顧客的滿意度。面對眾多的企業(yè),如何能夠長期成功,并在各自的行業(yè)里立于不敗之地,是每個企業(yè)要考慮的問題。所以在21世紀,探討在制造行業(yè)如何提高顧客滿意度的研究就顯得非常必要的。本研究基于CP公司為研究對象,對如何提高顧客滿意度進行了研究。 本文采用的方法是理論研究和實證分析相結合的方法。首先闡述了研究問題的背景,并通過大量的文獻閱讀和資料收集,系統的概括了國內外顧客滿意度的理論,以及影響顧客滿意度的三大因素�？偨Y概況了目前國內外學術界比較常用的四個顧客滿意度測評模型以及提出的提升顧客滿意度策略。接著以CP公司為研究對象,在理論的基礎上確定了測量CP公司顧客滿意度的模型即采用ACSI模型和調查方法。然后通過發(fā)放調查表、回收調查表和統計數據,得出了CP公司顧客滿意度分值,同時總結了顧客不滿意的問題點,并進行了原因分析。最后根據前面的分析,從提高顧客滿意度策略的理論出發(fā)提出了提升CP公司顧客滿意度的四個方法以及提升策略的保障措施。 本文研究的重點有兩個方面：一是借助目前學術界的顧客滿意度的相關理論知識,包括借助顧客滿意度分析工具,并結合CP公司的具體情況,刨析了CP公司顧客滿意度方面所存在的問題。二是本文通過問卷調查、實地拜訪等途徑獲得第一手的顧客反饋資料,從而制定出了CP公司切實可行的提高顧客滿意度策略以及保障實施。
[Abstract]:With the rapid development of China's economy for decades, the center of the world's manufacturing industry has unquestionably shifted to China. This brings more development opportunities and challenges to China. After decades of development, the development of enterprises should not only be product-centric, but also gradually change to customer-centered. It can be seen from various examples that the result of cultivation and application of core competence can not only establish the long-term success of the enterprise, but also establish and maintain the customer relationship ability. Research in academic circles shows that in every subdivision, one of the most important ways to increase the market share of products is to improve customer satisfaction. In the face of many enterprises, how to succeed in the long-term, and in their respective industries in an invincible position, is a problem to be considered by each enterprise. Therefore, in the 21 st century, it is necessary to study how to improve customer satisfaction in manufacturing industry. Based on CP Company, this paper studies how to improve customer satisfaction. The method used in this paper is the combination of theoretical research and empirical analysis. Firstly, the background of the research is expounded, and through a large amount of literature reading and data collection, the theory of customer satisfaction at home and abroad and the three factors affecting customer satisfaction are systematically summarized. This paper summarizes the four models of customer satisfaction evaluation and the strategies to improve customer satisfaction which are commonly used in academic circles at home and abroad. Then, taking CP Company as the research object, the model of measuring the customer satisfaction of CP Company is determined on the basis of theory, that is, the ACSI model and the investigation method are adopted. Then, by issuing questionnaires, collecting questionnaires and statistics, the customer satisfaction score of CP Company is obtained, and the problem points of customer dissatisfaction are summarized, and the reasons are analyzed. Finally, according to the previous analysis, from the theory of improving customer satisfaction strategy, this paper puts forward four methods to improve the customer satisfaction of CP company and the safeguard measures of the promotion strategy. This paper focuses on two aspects: first, with the relevant theoretical knowledge of customer satisfaction in academic circles, including with the help of customer satisfaction analysis tools, and combined with the specific situation of CP company, The problems in customer satisfaction of CP Company are analyzed. Second, this paper obtains the first-hand customer feedback information through questionnaire investigation and field visit, and then formulates the feasible strategies to improve customer satisfaction and guarantee implementation of CP Company.
【學位授予單位】：山東大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F416.6

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本文編號：2067737