国内客车企业大客户满意度研究

发布时间：2018-04-13 09:18

本文选题：客车企业 + 客户满意度　；参考：《长安大学》2013年硕士论文

【摘要】：自2000年以来，国内客车行业进入飞速发展时代，与此同时，客户对客车产品本身及相关服务的要求也是与日俱增。因此，只有以客户为中心来开发产品和提供服务，才能更好地满足客户的需求。为获得竞争优势，，越来越多的客车企业开始重视客户关系管理，努力提高客户满意度。构建针对中国客车企业的客户满意度测评模型，进行客户满意度测量，有利于了解客户的确切需求、期望以及消费经历的实际感受，从而发现企业自身的不足，进而提出有针对性的经营策略，全方位的满足客户需求，以提高客户满意度，达到有效提高企业绩效和竞争力的目的。论文在现有的客户满意度测评模型的基础上，从理论与实证两方面对客车企业的客户满意度测评进行了研究与分析。首先，对客户满意相关理论进行综述，重点介绍了国内外典型的客户满意度测评模型；然后，通过分析指出，为了让企业的有限资源得到最大的回报，应重点提高大客户的满意度。本文以客车企业为研究主体，以客车企业的客户满意度为研究对象，在前人研究的基础上，结合客车行业的特点与该行业客户的特殊要求构建了客车企业客户满意度的测评指标体系，从产品、服务、企业形象、客户忠诚度四个方面，具体包括28个指标，对客户满意度进行测评分析。研究过程中，运用层次分析法确定测评指标体系的权重，应用模糊综合评价法对客户满意度进行测评，对客户满意度进行定性和定量分析，并进行了实证研究，进一步证明了该理论方法的实际可操作性。实证研究中，测评大金龙海外经销商（亦属于大客户）的满意度，并通过满意度——重要性分析，找到影响客户满意的关键因素，为该客车企业改进产品质量、服务质量提供了有效的依据和具体方向。论文为目前客车企业进行客户满意度管理提供了一项科学有效、切实可行的研究工具。
[Abstract]:Since 2000, the domestic bus industry has entered the era of rapid development, at the same time, the customer demand for passenger car products and related services is also increasing.Therefore, the customer-centered development of products and services can better meet customer needs.In order to gain the competitive advantage, more and more bus enterprises begin to attach importance to customer relationship management and strive to improve customer satisfaction.Building a customer satisfaction evaluation model for Chinese bus enterprises and measuring customer satisfaction will help to understand the actual needs, expectations and consumption experience of customers, thus finding out the shortcomings of the enterprises themselves.Furthermore, the paper puts forward a targeted management strategy to meet the needs of customers in all directions in order to improve customer satisfaction and achieve the purpose of effectively improving the performance and competitiveness of enterprises.Based on the existing customer satisfaction evaluation model, this paper studies and analyzes the customer satisfaction evaluation of passenger car enterprises from both theoretical and empirical aspects.First of all, the related theories of customer satisfaction are summarized, and the typical customer satisfaction evaluation model at home and abroad is introduced, and then, through the analysis, it is pointed out that in order to get the maximum return on the limited resources of enterprises,Emphasis should be placed on improving customer satisfaction.This paper takes the bus enterprise as the main body of study, takes the passenger car enterprise's customer satisfaction as the research object, on the basis of the previous research,Combined with the characteristics of bus industry and the special requirements of customers in this industry, the evaluation index system of customer satisfaction of bus enterprises is constructed, which includes 28 indexes, including four aspects: product, service, enterprise image, customer loyalty, etc.Evaluate and analyze customer satisfaction.In the research process, the weight of the evaluation index system is determined by AHP, the customer satisfaction is evaluated by fuzzy comprehensive evaluation method, the customer satisfaction is qualitatively and quantitatively analyzed, and the empirical research is carried out.It is further proved that the method is practical and feasible.In the empirical study, the satisfaction degree of the overseas dealers (also belong to the large customers) is evaluated, and the key factors that affect the customer satisfaction are found through the analysis of the satisfaction-importance, so as to improve the product quality for the bus enterprise.Service quality provides effective basis and specific direction.This paper provides a scientific and effective research tool for customer satisfaction management in bus enterprises.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.471

【引证文献】