S公司用户全生命周期需求及满意度调研项目报告
发布时间：2019-03-17 20:37
【摘要】：本次报告介绍了S公司重卡用户行为及满意度调研项目的基本流程,包括实际调研方案设计、问卷设计、数据质量控制、统计模型应用分析,调研结论及建议。其中,本文以用户使用、购买、更新产品为视角,剖析重卡经销商与售后服务站在用户眼中的评价,更加准确的提出经销商与服务站的短板项,了解用户选择偏好,并试图提出重卡企业重要的竞争因素,.即销售服务与售后服务,通过结构方程模型路径分析的验证,说明了服务因素尤其是售后服务对用户满意度的影响力。 用户满意度包含了用户在产品性能、产品质量、销售服务、售后服务的评价,通过四分图矩阵模型对用户需求的绩效指标分析,了解S公司在四个环节的服务短板、竞争优势,同时通过此次调研形成企业有效用户的大样本数据库,为今后企业优惠信息推送、服务量化考察提供了便利的数据渠道。
[Abstract]:This report introduces the basic process of S Company's heavy card user behavior and satisfaction survey project, including actual research scheme design, questionnaire design, data quality control, statistical model application analysis, research conclusions and recommendations. Among them, this article takes the user use, the purchase, the renewal product as the angle of view, analyzes the heavy card dealer and the after-sales service station in the user's eye appraisal, puts forward the dealer and the service station deficiency item more accurately, understands the user choice preference, And try to put forward the important competitive factors of heavy card enterprises. That is, sales service and after-sales service, through the verification of structural equation model path analysis, the influence of service factors, especially after-sales service, on customer satisfaction is illustrated. The customer satisfaction includes the evaluation of product performance, product quality, sales service and after-sales service. Through the analysis of the performance index of customer demand by the quartile matrix model, the service deficiency and competitive advantage of S Company in the four links are understood, and the customer satisfaction includes the evaluation of customer performance, product quality, sales service and after-sales service. At the same time, a large sample database of effective users is formed through this survey, which provides a convenient data channel for the promotion of preferential information and the quantitative investigation of service in the future.
【学位授予单位】：浙江工商大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.472;F224
本文编号：2442679
[Abstract]:This report introduces the basic process of S Company's heavy card user behavior and satisfaction survey project, including actual research scheme design, questionnaire design, data quality control, statistical model application analysis, research conclusions and recommendations. Among them, this article takes the user use, the purchase, the renewal product as the angle of view, analyzes the heavy card dealer and the after-sales service station in the user's eye appraisal, puts forward the dealer and the service station deficiency item more accurately, understands the user choice preference, And try to put forward the important competitive factors of heavy card enterprises. That is, sales service and after-sales service, through the verification of structural equation model path analysis, the influence of service factors, especially after-sales service, on customer satisfaction is illustrated. The customer satisfaction includes the evaluation of product performance, product quality, sales service and after-sales service. Through the analysis of the performance index of customer demand by the quartile matrix model, the service deficiency and competitive advantage of S Company in the four links are understood, and the customer satisfaction includes the evaluation of customer performance, product quality, sales service and after-sales service. At the same time, a large sample database of effective users is formed through this survey, which provides a convenient data channel for the promotion of preferential information and the quantitative investigation of service in the future.
【学位授予单位】：浙江工商大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.472;F224
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