提升广州边检服务顾客满意度实证研究

发布时间：2019-05-12 17:44

【摘要】：本文按照理论——方法——应用的主线组织全文,围绕广州边检服务满意度测评,从理论和实践两个方面对广州边检服务顾客满意度进行分析和探讨。首先对当前顾客满意理论和公共组织满意度方面的研究进行了系统的梳理和分析;然后,从系统的角度出发,筛选出评价边检机关服务质量的各种指标,并在此基础上,构建了适合广州边检的顾客满意度测评模型;最后以番禺边检站服务提升的案例进行了实证分析: 1、通过问卷形式对广州边检服务现状的研究,构建广州边检顾客满意度评价系统,从系统的角度去认识顾客满意度评价,给出了广州边检顾客满意度评价系统的基本组成和设计原则、过程。 2、介绍了国内外常见的几钟顾客满意度测评模型,包括SCSB、ACSI、ECSI等模型,在此基础上,构建了一个适合广州编辑爱你的顾客满意度测评模型,该模型考虑了影响顾客满意度的四个指标:服务态度、服务质量、服务效率和公共价值,并从这四个指标上构建了17个评价指标体系。 3、给出了顾客满意度测评方法——层次分析法(AHP),该测评方法能对复杂的指标进行计算,并确定权重。 4、以番禺出入境边防检查站为案例进行了实证分析,利用问卷调查的形式完成了数据的收集,并对调查结果量化,进而对番禺出入境边防检查站的顾客满意度现状进行诊断。本文研究了广州边检顾客满意度测评方法,并给出了相应的模型,依据模型处理的结果对广州边检下属的番禺出入境边防检查站进行了满意度现状诊断,这对于有效改进广州边检工作现状,提高服务水平,有较强的现实和指导意义。
[Abstract]:This paper organizes the full text according to the main line of theory, method and application, and analyzes and discusses the customer satisfaction of Guangzhou border inspection service from both theoretical and practical aspects around the evaluation of Guangzhou border inspection service satisfaction. First of all, the current customer satisfaction theory and public organization satisfaction research are systematically combed and analyzed. Then, from the systematic point of view, various indexes to evaluate the service quality of border inspection organs are selected, and on this basis, a customer satisfaction evaluation model suitable for Guangzhou border inspection is constructed. Finally, an empirical analysis is carried out with the case of improving the service of Panyu Border Inspection Station: 1. Through the study of the present situation of Guangzhou Border Inspection Service in the form of questionnaire, the customer satisfaction evaluation system of Guangzhou Border Inspection Station is constructed. From the point of view of system, this paper understands the evaluation of customer satisfaction, and gives the basic composition, design principle and process of the evaluation system of customer satisfaction in Guangzhou Border Inspection. 2. This paper introduces several common customer satisfaction evaluation models at home and abroad, including SCSB,ACSI,ECSI and other models, and on this basis, constructs a customer satisfaction evaluation model suitable for Guangzhou editors to love you. The model considers four indexes that affect customer satisfaction: service attitude, service quality, service efficiency and public value, and constructs 17 evaluation index systems from these four indicators. 3. The evaluation method of customer satisfaction, AHP (AHP), is given, which can calculate the complex index and determine the weight. 4. Taking Panyu entry and exit border control station as an example, this paper makes an empirical analysis, uses the form of questionnaire survey to complete the data collection, and quantifies the survey results, and then makes a diagnosis of the current situation of customer satisfaction at Panyu entry and exit border control station. In this paper, the evaluation method of customer satisfaction in Guangzhou border inspection is studied, and the corresponding model is given. According to the results of the model processing, the satisfaction status of Panyu Border Inspection Station under Guangzhou Border Inspection is diagnosed. This has a strong practical and guiding significance for effectively improving the current situation of Guangzhou border inspection and improving the service level.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2010
【分类号】：D631.46

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