J汽车公司顾客满意度评价体系构建研究
发布时间：2018-12-19 19:11
【摘要】：国家经济的重要支柱之一就是汽车工业。汽车企业在激烈的竞争环境下,只有关注顾客满意度并以客户为导向才能获得竞争优势。近年来有很多关于顾客满意的研究,都是从如何提高顾客满意度入手来提高企业竞争力,以获得可持续发展的机会。但是这些研究大多停留在定性阶段,且研究结果不能完全复制。笔者认为只有建立起一套完整的顾客满意度评价体系,准确地测量顾客满意度,才能切实地提高顾客满意度。本文从J汽车公司自身的角度出发,将已有的顾客满意度模型与该企业实际情况相结合,提出了一套适用于轻型客车企业的顾客满意度评价体系。通过建立这一体系可以帮助企业发现自身的问题和不足,挖掘竞争突破口。 本文通过研究顾客满意度的相关理论、国内外顾客满意度测评模型和建立评价指标体系入手,根据国内轻型客车的行业发展情况和竞争环境分析,结合J汽车公司的实际情况设计出一套完整的顾客满意度评价体系。然后,利用定性与定量相结合的分析方法,提炼出影响该企业顾客满意度的因素,确定每个衡量指标的重要程度,对企业的顾客满意度进行科学地测算。最后本文根据研究结论,对J汽车公司提出了提高顾客满意度的相关建议,以达到增强该企业市场竞争力的目的。
[Abstract]:One of the important pillars of the national economy is the automobile industry. In the fierce competition environment, automobile enterprises can gain competitive advantage only by paying attention to customer satisfaction and taking customer as the direction. In recent years, there are a lot of researches on customer satisfaction, from how to improve customer satisfaction to improve the competitiveness of enterprises, in order to obtain the opportunity of sustainable development. However, most of these studies remain qualitative, and the results can not be completely replicated. The author believes that only by establishing a complete evaluation system of customer satisfaction and accurately measuring customer satisfaction can we improve customer satisfaction. From the point of view of J Automobile Company, this paper combines the existing customer satisfaction model with the actual situation of the enterprise, and puts forward a set of customer satisfaction evaluation system suitable for light bus enterprises. By establishing this system, enterprises can find their own problems and shortcomings, and excavate the competition breakthrough. Based on the research of customer satisfaction theory, the domestic and foreign customer satisfaction evaluation model and the establishment of evaluation index system, according to the domestic light bus industry development and competitive environment analysis, According to the actual situation of J Automobile Company, a complete evaluation system of customer satisfaction is designed. Then, by using the qualitative and quantitative analysis method, the factors influencing the customer satisfaction of the enterprise are extracted, and the importance of each measure index is determined, and the customer satisfaction degree of the enterprise is measured scientifically. Finally, according to the conclusion of the research, this paper puts forward some suggestions to J Automobile Company to improve the customer satisfaction, in order to enhance the market competitiveness of the company.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.471
本文编号：2387327
[Abstract]:One of the important pillars of the national economy is the automobile industry. In the fierce competition environment, automobile enterprises can gain competitive advantage only by paying attention to customer satisfaction and taking customer as the direction. In recent years, there are a lot of researches on customer satisfaction, from how to improve customer satisfaction to improve the competitiveness of enterprises, in order to obtain the opportunity of sustainable development. However, most of these studies remain qualitative, and the results can not be completely replicated. The author believes that only by establishing a complete evaluation system of customer satisfaction and accurately measuring customer satisfaction can we improve customer satisfaction. From the point of view of J Automobile Company, this paper combines the existing customer satisfaction model with the actual situation of the enterprise, and puts forward a set of customer satisfaction evaluation system suitable for light bus enterprises. By establishing this system, enterprises can find their own problems and shortcomings, and excavate the competition breakthrough. Based on the research of customer satisfaction theory, the domestic and foreign customer satisfaction evaluation model and the establishment of evaluation index system, according to the domestic light bus industry development and competitive environment analysis, According to the actual situation of J Automobile Company, a complete evaluation system of customer satisfaction is designed. Then, by using the qualitative and quantitative analysis method, the factors influencing the customer satisfaction of the enterprise are extracted, and the importance of each measure index is determined, and the customer satisfaction degree of the enterprise is measured scientifically. Finally, according to the conclusion of the research, this paper puts forward some suggestions to J Automobile Company to improve the customer satisfaction, in order to enhance the market competitiveness of the company.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.471
【引证文献】
相关期刊论文 前2条
1 孙延;;基于结构方程的汽车4S店顾客满意度测评模型研究与应用[J];自动化与仪器仪表;2016年10期
2 孙延;;基于结构方程的汽车4S店顾客满意度测评模型研究与应用[J];自动化与仪器仪表;2016年08期
，本文编号：2387327
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