服务型企业顾客满意分析
在市场竞争异常激烈的今天,顾客满意度是服务型企业生存与发展的决定因素。顾客满意带来顾客忠诚,顾客忠诚带来重复购买、范围经济,从而使服务型企业竞争力增强,市场份额增加,经济利润的提高。由此可见,提高顾客满意度是服务型企业能否获取更多利润的关健。本文试着从顾客满意度角度对服务型企业进行探讨,以期使服务型企业对顾客满意度给予更多关注。
目录
摘要…………………………………………………………………………………I
Abstract………………………………………………………………………………I
前言…………………………………………………………………………………1
1 服务型企业概述
1.1 服务型企业定义……………………………………………………………1
1.2 服务型企业重要性…………………………………………………………1
1.3顾客满意度在服务型企业中的重要性……………………………………1
2 影响顾客满意度因素与顾客满意测评
2.1 服务型企业顾客满意定义…………………………………………………1
2.2 影响服务型企业顾客满意度因素
2.2.1服务人员……………………………………………………………2
2.2.2服务价值……………………………………………………………3
2.2.3服务创新……………………………………………………………4
2.3 服务型企业顾客满意测评
2.3.1顾客满意调查方法…………………………………………………4
2.3.2顾客满意信息收集…………………………………………………5
2.3.3顾客满意级度划分…………………………………………………6
3 提高服务型企业顾客满意度的对策
3.1 提高员工满意与忠诚度…………………………………………………7
3.2 提升服务价值……………………………………………………………7
3.3推进服务创新………………………………………………………7
结论…………………………………………………………………………………8
参考文献 …………………………………………………………………………8
致谢…………………………………………………………………………………9
服务型企业的顾客满意度探讨
摘要;我国服务型企业在经济市场中的地位不断提升。服务型企业的竞争着重是顾客的竞争,而忠诚的顾客来源于高的顾客满意度。本文先阐述了服务型企业和顾客满意度的概念,然后分析了影响顾客满意度的三个因素----服务人员、服务价值以及服务创新,再做出相应的顾客满意度测评,根据测评结果,最后提出提高员工满意与忠诚,提升服务价值和推进服务创新的策略,以提高顾客满意度。
关键词;服务型企业;顾客满意度;服务价值;
Service-oriented enterprise Customer Satisfaction
Research
Abstract; Position of Chinese Service-oriented enterprise has became more and more important in financial market. The competitiveness of service-oriented company focus on the customer, and the number of the customers were limited by service satisfaction. This thesis firstly gives a brief definition of the service-oriented enterprises and customer satisfaction. And then analysis of three factors which influence the customer satisfaction: the employee of services, the value of service and the creativity of services. At last, my paper gives a conclusion from the survey of customer satisfaction, and proposes a suggestion to improving the customer satisfaction and enterprise should enhances the loyalty and satisfaction of employee, and promote service value and strategies on products’ creativity.
Key words;Service-oriented enterprise, customer satisfaction degree, services value;
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