【摘要】：國(guó)家經(jīng)濟(jì)的重要支柱之一就是汽車工業(yè)。汽車企業(yè)在激烈的競(jìng)爭(zhēng)環(huán)境下,只有關(guān)注顧客滿意度并以客戶為導(dǎo)向才能獲得競(jìng)爭(zhēng)優(yōu)勢(shì)。近年來有很多關(guān)于顧客滿意的研究,都是從如何提高顧客滿意度入手來提高企業(yè)競(jìng)爭(zhēng)力,以獲得可持續(xù)發(fā)展的機(jī)會(huì)。但是這些研究大多停留在定性階段,且研究結(jié)果不能完全復(fù)制。筆者認(rèn)為只有建立起一套完整的顧客滿意度評(píng)價(jià)體系,準(zhǔn)確地測(cè)量顧客滿意度,才能切實(shí)地提高顧客滿意度。本文從J汽車公司自身的角度出發(fā),將已有的顧客滿意度模型與該企業(yè)實(shí)際情況相結(jié)合,提出了一套適用于輕型客車企業(yè)的顧客滿意度評(píng)價(jià)體系。通過建立這一體系可以幫助企業(yè)發(fā)現(xiàn)自身的問題和不足,挖掘競(jìng)爭(zhēng)突破口。 本文通過研究顧客滿意度的相關(guān)理論、國(guó)內(nèi)外顧客滿意度測(cè)評(píng)模型和建立評(píng)價(jià)指標(biāo)體系入手,根據(jù)國(guó)內(nèi)輕型客車的行業(yè)發(fā)展情況和競(jìng)爭(zhēng)環(huán)境分析,結(jié)合J汽車公司的實(shí)際情況設(shè)計(jì)出一套完整的顧客滿意度評(píng)價(jià)體系。然后,利用定性與定量相結(jié)合的分析方法,提煉出影響該企業(yè)顧客滿意度的因素,確定每個(gè)衡量指標(biāo)的重要程度,對(duì)企業(yè)的顧客滿意度進(jìn)行科學(xué)地測(cè)算。最后本文根據(jù)研究結(jié)論,對(duì)J汽車公司提出了提高顧客滿意度的相關(guān)建議,以達(dá)到增強(qiáng)該企業(yè)市場(chǎng)競(jìng)爭(zhēng)力的目的。
[Abstract]:One of the important pillars of the national economy is the automobile industry. In the fierce competition environment, automobile enterprises can gain competitive advantage only by paying attention to customer satisfaction and taking customer as the direction. In recent years, there are a lot of researches on customer satisfaction, from how to improve customer satisfaction to improve the competitiveness of enterprises, in order to obtain the opportunity of sustainable development. However, most of these studies remain qualitative, and the results can not be completely replicated. The author believes that only by establishing a complete evaluation system of customer satisfaction and accurately measuring customer satisfaction can we improve customer satisfaction. From the point of view of J Automobile Company, this paper combines the existing customer satisfaction model with the actual situation of the enterprise, and puts forward a set of customer satisfaction evaluation system suitable for light bus enterprises. By establishing this system, enterprises can find their own problems and shortcomings, and excavate the competition breakthrough. Based on the research of customer satisfaction theory, the domestic and foreign customer satisfaction evaluation model and the establishment of evaluation index system, according to the domestic light bus industry development and competitive environment analysis, According to the actual situation of J Automobile Company, a complete evaluation system of customer satisfaction is designed. Then, by using the qualitative and quantitative analysis method, the factors influencing the customer satisfaction of the enterprise are extracted, and the importance of each measure index is determined, and the customer satisfaction degree of the enterprise is measured scientifically. Finally, according to the conclusion of the research, this paper puts forward some suggestions to J Automobile Company to improve the customer satisfaction, in order to enhance the market competitiveness of the company.
【學(xué)位授予單位】：南昌大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F426.471

【引證文獻(xiàn)】

相關(guān)期刊論文 前2條

1 孫延;;基于結(jié)構(gòu)方程的汽車4S店顧客滿意度測(cè)評(píng)模型研究與應(yīng)用[J];自動(dòng)化與儀器儀表;2016年10期

2 孫延;;基于結(jié)構(gòu)方程的汽車4S店顧客滿意度測(cè)評(píng)模型研究與應(yīng)用[J];自動(dòng)化與儀器儀表;2016年08期

，

本文編號(hào)：2387327