西安经济技术开发区企业满意度测评体系研究

发布时间：2018-02-21 19:48

本文关键词： 经济技术开发区企业满意度评价模型主成分回归分析　出处：《西北大学》2013年硕士论文　论文类型：学位论文

【摘要】：在当今社会,不管是企业、政府还是其它公共服务部门都会将顾客满意度作为衡量产品质量和服务质量的一种综合性评价指标。尤其对政府部门而言,通过进行顾客满意度测评,研究如何提升顾客满意度策略,有利于更好的掌握企业的投资和运营需求,更好的监督和改善政府部门的工作,更好的为公众和社会提供优质高效的服务和环境。把顾客满意度作为政府部门不懈追求的终极目标和评价指标,将现代企业为顾客服务的核心理念渗透到政府的各项决策和执行系统中,对于运营管理体制日趋向企业化管理趋同的开发区,无论是实际需要还是从理论研究的发展来说都具有非常重要的意义。本文首先以客户关系管理和顾客满意度理论为理论基础,通过比较国内外先进、主流的顾客满意度模型,结合西安经济技术开发区作为政府派出机构,代表政府行使行政职能的特点,分析构成入区企业满意各变量的关系,构建了西安经济技术开发区企业满意度模型。其次,确定了60家入区规模以上企业作为调查对象,通过问卷调查的方式收集有效测评数据。随后,利用SPSS对数据进行了描述性统计分析,通过信度效度分析、主成分分析和最小二乘法回归分析了西安经济技术开发区企业满意度指标体系的合理性并得出测评的结果。最后,根据测评分析的结果,从感知质量、感知价值和企业形象等影响程度最重要的因素出发,设计了提升西安经开区企业满意度的策略方案,以此提高西安经开区行政效能和服务质量,实现企业预期的满意程度。
[Abstract]:In today's society, whether enterprises, governments or other public service departments will regard customer satisfaction as a comprehensive evaluation index to measure the quality of products and services. Through the evaluation of customer satisfaction, research on how to improve customer satisfaction strategy is conducive to better grasp of the investment and operational needs of enterprises, better supervision and improvement of the work of government departments. To better provide the public and society with high quality and efficient service and environment. Customer satisfaction is regarded as the ultimate goal and evaluation target pursued by the government. The core concept of customer service in modern enterprises is permeated into the decision-making and execution systems of the government. For the development zones where the operational management system tends to converge with the enterprise management system day by day, Both the actual needs and the development of theoretical research are of great significance. Firstly, based on the theory of customer relationship management and customer satisfaction, this paper compares the advanced and mainstream customer satisfaction models at home and abroad, and combines the Xi'an Economic and technological Development Zone as a government agency. On behalf of the government, this paper analyzes the relationship between the variables of enterprise satisfaction, and constructs the enterprise satisfaction model of Xi'an Economic and technological Development Zone. Secondly, 60 enterprises above the size of the district are selected as the objects of investigation. The effective data were collected by questionnaire. Then, the data were analyzed by SPSS, and the reliability and validity of the data were analyzed. Principal component analysis (PCA) and least square regression analysis (LSM) have analyzed the rationality of the enterprise satisfaction index system in Xi'an Economic and technological Development Zone and obtained the results of the evaluation. Finally, according to the results of the evaluation and analysis, the perceived quality is analyzed from the perspective of perceived quality. Based on the most important factors such as perceived value and corporate image, this paper designs a strategic plan to improve the enterprise satisfaction in Xi'an Economic Development area, so as to improve the administrative efficiency and service quality of Xi'an Economic Development District, and realize the expected satisfaction degree of the enterprise.
【学位授予单位】：西北大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F279.27

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