【摘要】：本次報告介紹了S公司重卡用戶行為及滿意度調(diào)研項目的基本流程,包括實際調(diào)研方案設計、問卷設計、數(shù)據(jù)質(zhì)量控制、統(tǒng)計模型應用分析,調(diào)研結(jié)論及建議。其中,本文以用戶使用、購買、更新產(chǎn)品為視角,剖析重卡經(jīng)銷商與售后服務站在用戶眼中的評價,更加準確的提出經(jīng)銷商與服務站的短板項,了解用戶選擇偏好,并試圖提出重卡企業(yè)重要的競爭因素,.即銷售服務與售后服務,通過結(jié)構(gòu)方程模型路徑分析的驗證,說明了服務因素尤其是售后服務對用戶滿意度的影響力。 用戶滿意度包含了用戶在產(chǎn)品性能、產(chǎn)品質(zhì)量、銷售服務、售后服務的評價,通過四分圖矩陣模型對用戶需求的績效指標分析,了解S公司在四個環(huán)節(jié)的服務短板、競爭優(yōu)勢,同時通過此次調(diào)研形成企業(yè)有效用戶的大樣本數(shù)據(jù)庫,為今后企業(yè)優(yōu)惠信息推送、服務量化考察提供了便利的數(shù)據(jù)渠道。
[Abstract]:This report introduces the basic process of S Company's heavy card user behavior and satisfaction survey project, including actual research scheme design, questionnaire design, data quality control, statistical model application analysis, research conclusions and recommendations. Among them, this article takes the user use, the purchase, the renewal product as the angle of view, analyzes the heavy card dealer and the after-sales service station in the user's eye appraisal, puts forward the dealer and the service station deficiency item more accurately, understands the user choice preference, And try to put forward the important competitive factors of heavy card enterprises. That is, sales service and after-sales service, through the verification of structural equation model path analysis, the influence of service factors, especially after-sales service, on customer satisfaction is illustrated. The customer satisfaction includes the evaluation of product performance, product quality, sales service and after-sales service. Through the analysis of the performance index of customer demand by the quartile matrix model, the service deficiency and competitive advantage of S Company in the four links are understood, and the customer satisfaction includes the evaluation of customer performance, product quality, sales service and after-sales service. At the same time, a large sample database of effective users is formed through this survey, which provides a convenient data channel for the promotion of preferential information and the quantitative investigation of service in the future.
【學位授予單位】：浙江工商大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F426.472;F224

【參考文獻】

相關期刊論文 前10條

1 邵亞虹;王能;;汽車服務行業(yè)顧客滿意度評價體系研究[J];合作經(jīng)濟與科技;2013年08期

2 徐成兵;;結(jié)構(gòu)方程模型與調(diào)查問卷結(jié)構(gòu)效度理論探討[J];科技視界;2013年01期

3 江金波;高娟;;基于四分圖模型的溫泉游客滿意度測評及其應用研究——以聚龍灣天然溫泉旅游度假村為例[J];熱帶地理;2011年01期

4 廖穎林;結(jié)構(gòu)方程模型及其在顧客滿意度研究中的應用[J];統(tǒng)計與決策;2005年18期

5 汪飛燕;李祖武;;服務型企業(yè)顧客滿意度的影響因素及影響過程模型[J];統(tǒng)計與決策;2010年13期

6 艾小青;金勇進;;抽樣調(diào)查下樣本隨機性的檢驗[J];統(tǒng)計研究;2009年09期

7 王華;金勇進;;統(tǒng)計數(shù)據(jù)質(zhì)量與用戶滿意度:測評量表設計與實證研究[J];統(tǒng)計研究;2010年07期

8 段冰;;基于結(jié)構(gòu)方程的顧客滿意度測評模型[J];統(tǒng)計與決策;2013年12期

9 趙富強;;顧客滿意度測評中的缺失值處理方法[J];統(tǒng)計與決策;2013年06期

10 孫玉環(huán);;基于EpiData與SAS系統(tǒng)的紙版問卷數(shù)據(jù)錄入質(zhì)量控制技巧[J];中國衛(wèi)生統(tǒng)計;2012年04期

，

本文編號：2442679