在國家不斷推進(jìn)供給側(cè)改革、產(chǎn)業(yè)升級、創(chuàng)建制造強(qiáng)國和品牌強(qiáng)國的大環(huán)境下,各行業(yè)積極推進(jìn)技術(shù)改造,轉(zhuǎn)型升級,行業(yè)內(nèi)產(chǎn)品和服務(wù)的同質(zhì)化競爭日益激烈。GBF公司作為一家玄武巖纖維的領(lǐng)軍生產(chǎn)企業(yè),也受到了行業(yè)新進(jìn)者的很大沖擊。質(zhì)量是一個(gè)產(chǎn)品的靈魂,而作為玄武巖纖維行業(yè)的領(lǐng)導(dǎo)企業(yè),如何提高顧客感知質(zhì)量,提升品牌資產(chǎn),繼而增強(qiáng)企業(yè)的長期競爭力,是目前面臨的一大課題也是本文研究的核心問題。本文首先通過文獻(xiàn)研究法,對中外學(xué)者研究的客戶感知質(zhì)量的定義、影響因素、測量和評價(jià)方法進(jìn)行了梳理,明確了本文所研究的客戶感知質(zhì)量的定義,即客戶根據(jù)產(chǎn)品或服務(wù)的內(nèi)部信息,形成期望質(zhì)量,再根據(jù)客戶本身需求的預(yù)期目的和使用該產(chǎn)品或同類產(chǎn)品的經(jīng)驗(yàn)質(zhì)量,和產(chǎn)品或服務(wù)的商譽(yù)口碑這些外部信息,形成總體的客戶感知質(zhì)量。根據(jù)這個(gè)定義和工業(yè)制造企業(yè)的特點(diǎn),結(jié)合邁克爾波特的企業(yè)價(jià)值鏈模型,設(shè)計(jì)了工業(yè)制造企業(yè)的客戶感知質(zhì)量模型。接著通過實(shí)地調(diào)研法和問卷調(diào)查法,對四大高技術(shù)纖維之一的玄武巖纖維的生產(chǎn)企業(yè)GBF公司的客戶感知質(zhì)量存在的問題進(jìn)行了整理,并利用工業(yè)制造企業(yè)客戶感知質(zhì)量模型對GBF公司的客戶感知質(zhì)量問題的形成進(jìn)行了分析。最后結(jié)合工業(yè)企業(yè)... 

【文章頁數(shù)】：120 頁

【學(xué)位級別】：碩士

【文章目錄】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter Ⅰ Introduction
    1.1 Research background and problems
        1.1.1 Research background
        1.1.2 Research problems
    1.2 Research significance and contribution
        1.2.1 Research significance
        1.2.2 Research contribution and innovation
    1.3 Research methods
    1.4 Main contents and logical structure of the study
        1.4.1 Main contents of the study
        1.4.2 Logical structure of the study
Chapter ⅡLiterature review
    2.1 Definition and characteristics of customer perceived quality
        2.1.1 Definition of customer perceived quality
        2.1.2 Characteristics of customer perceived quality
        2.1.3 Comparison between customer perceived quality and actual quality
    2.2 Influencing factors of customer perceived quality
        2.2.1 Basic elements of customer perceived quality of products
        2.2.2 Basic elements of customer perceived quality of service
        2.2.3 other factors affecting customer perceived quality
        2.2.4 Communication of Customer Perception Quality
    2.3 Value and significance of customers perceive quality
        2.3.1 Value of customer perceived quality
        2.3.2 Importance of customers perceive quality in brand equity
    2.4 Measurement and evaluation of customer perceived quality
        2.4.1 Customer perceived quality measurement of products
        2.4.2 Customer perceived quality measurement of services
        2.4.3 Customer perceived quality model of industrial enterprise value chain
Chapter Ⅲ Case description
    3.1 Introduction of GBF company and continuous basalt fiber industry
        3.1.1 Introduction of GBF company
        3.1.2 Introduction of continuous basalt fiber industry
    3.2 GBF customers perceive quality status and impact
        3.2.1 GBF customer perceived quality customer survey
        3.2.2 GBF customers perception quality’s status and influences
    3.3 GBF customers perceive quality improvement objectives
Chapter Ⅳ Case analysis
    4.1 Environmental analysis of customer perceived quality status of GBF
        4.1.1 GBF external environment analysis
        4.1.2 GBF internal environment analysis
    4.2 Analysis of GBF customer perception quality problem formation
        4.2.1 Analysis of GBF customer perceived quality formation process
        4.2.2 Analysis of GBF customer perceived quality formation causes
    4.3 Demand Characteristics of GBF Customers
Chapter Ⅴ Suggestions and strategies
    5.1 Establishing GBF enterprise culture with quality core contents
        5.1.1 Establishing GBF quality culture
        5.1.2 Strengthening GBF brand and company image construction
    5.2 Improving customer perceived quality of GBF products through internal management
        5.2.1 Improving internal quality management to provide high-quality products
        5.2.2 Translating high quality into high customers perceived quality signals
    5.3 Delivering high perceived quality signals through integrated marketing
        5.3.1 Concept of integrated marketing
        5.3.2 Delivering high perceived quality signals through integrated marketing
    5.4 Improving customer perceived quality by improving corporate social responsibility
        5.4.1 Relationship between corporate social responsibility and customer perceived quality
        5.4.2 How can GBF better fulfill corporate social responsibility
Chapter Ⅵ Conclusion
    6.1 Main research conclusions
    6.2 Research limitations and prospects in future
References
Customer Perceived Quality Survey for GBF Company


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期刊論文
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博士論文
[1]當(dāng)代中國企業(yè)社會責(zé)任研究[D]. 崔麗.吉林大學(xué) 2013
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碩士論文
[1]煙臺豐金集團(tuán)企業(yè)慈善責(zé)任研究[D]. 張媛媛.大連海事大學(xué) 2018
[2]品牌聯(lián)合對產(chǎn)品感知質(zhì)量影響的實(shí)證研究[D]. 劉小鈫.江西財(cái)經(jīng)大學(xué) 2010
[3]零售企業(yè)自有品牌商品感知質(zhì)量研究[D]. 祁紅波.北京工業(yè)大學(xué) 2006



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