A公司自如业务顾客满意度预警管理研究

发布时间：2018-06-24 05:39

本文选题：顾客满意度 + 预警　；参考：《中央民族大学》2017年硕士论文

【摘要】：随着市场经济的发展,市场竞争日益激烈,顾客满意度是众多大中型企业使用的经营战略。完备的顾客满意度衡量了顾客对产品和服务的认同程度,能够较早的对企业制定的营销战略起到预警作用,这种更高层次的管理形式在当今企业中显得尤为重要。作为一种新兴的房屋居住租赁业务,自如业务结合现代流行的互联网思维,试图赢得更大的市场。鉴于此,本文运用多级模糊综合评价理论、数理统计等方法,探索了自如业务的顾客满意度预警综合评价体系,从而构建了具有预警功能的自如业务顾客满意度模型,分析了影响顾客满意度的因素,并对如何提高服务质量、提升顾客满意度进行了深入研究。首先,本文通过梳理顾客满意度、企业预警管理、顾客满意度预警的研究成果;根据现有的顾客满意度模型,联系房屋居住租赁市场和自如业务的发展现状,提出了自如业务顾客满意度预警管理理念,并提出了相应的预警综合评价方法,其中包含确定各预警指标的权重,计算各指标的预警评价值和预警界限。其次,通过问卷调查对数据进行统计分析,分析了影响顾客满意度的各指标。最后,通过自如业务顾客满意度预警分析,针对自如业务的不足之处提出了相应的预警对策,为企业经营管理提出切实可行的理论依据。通过研究结果,得出影响A公司自如业务顾客满意度的因素按大小排序依次是企业形象、感知价值、服务质量感知和产品质量感知。目前A公司自如业务处于让广大顾客满意的状态,且自如业务总体能够让居住顾客满意。这一研究结果可用于自如业务居住顾客满意度测试,以便采取有效措施,提高居住顾客的满意度,从而促进该业务快速发展。
[Abstract]:With the development of market economy, the market competition is increasingly fierce, customer satisfaction is the management strategy used by many large and medium-sized enterprises. Complete customer satisfaction measures the degree of recognition of products and services, and can play an early warning role in the marketing strategy of enterprises. This higher level of management is particularly important in today's enterprises. As a new kind of housing rental business, free business combined with modern popular Internet thinking, trying to win a larger market. In view of this, this paper uses multi-level fuzzy comprehensive evaluation theory, mathematical statistics and other methods to explore the comprehensive evaluation system of customer satisfaction degree of free business, and thus constructs the model of customer satisfaction degree of free business with early-warning function. The factors influencing customer satisfaction are analyzed, and how to improve service quality and customer satisfaction is studied. First of all, by combing the research results of customer satisfaction, enterprise early warning management and customer satisfaction warning, according to the existing customer satisfaction model, this paper links the current situation of housing rental market and free business development. This paper puts forward the concept of early warning management of customer satisfaction degree of free operation, and puts forward the corresponding comprehensive evaluation method of early warning, which includes determining the weight of each early warning index, calculating the early warning evaluation value and early warning limit of each index. Secondly, through the statistical analysis of the data through the questionnaire, the paper analyzes the indexes that affect the customer satisfaction. Finally, through the early warning analysis of the satisfaction degree of the free business customers, the paper puts forward the corresponding early warning countermeasures in view of the shortcomings of the free business, and puts forward the practical theoretical basis for the management of the enterprise. Through the research results, it is concluded that the factors influencing the customer satisfaction of company A are enterprise image, perceived value, service quality perception and product quality perception in order of size. At present, company A's free business is satisfied with the customers, and it can satisfy the resident customers. The results of this study can be used to test the satisfaction of resident customers in order to take effective measures to improve the satisfaction of resident customers and thus promote the rapid development of the business.
【学位授予单位】：中央民族大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F721

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