GBF公司客户感知质量存在的问题与改善策略研究
发布时间：2022-08-29 19:02
在国家不断推进供给侧改革、产业升级、创建制造强国和品牌强国的大环境下,各行业积极推进技术改造,转型升级,行业内产品和服务的同质化竞争日益激烈。GBF公司作为一家玄武岩纤维的领军生产企业,也受到了行业新进者的很大冲击。质量是一个产品的灵魂,而作为玄武岩纤维行业的领导企业,如何提高顾客感知质量,提升品牌资产,继而增强企业的长期竞争力,是目前面临的一大课题也是本文研究的核心问题。本文首先通过文献研究法,对中外学者研究的客户感知质量的定义、影响因素、测量和评价方法进行了梳理,明确了本文所研究的客户感知质量的定义,即客户根据产品或服务的内部信息,形成期望质量,再根据客户本身需求的预期目的和使用该产品或同类产品的经验质量,和产品或服务的商誉口碑这些外部信息,形成总体的客户感知质量。根据这个定义和工业制造企业的特点,结合迈克尔波特的企业价值链模型,设计了工业制造企业的客户感知质量模型。接着通过实地调研法和问卷调查法,对四大高技术纤维之一的玄武岩纤维的生产企业GBF公司的客户感知质量存在的问题进行了整理,并利用工业制造企业客户感知质量模型对GBF公司的客户感知质量问题的形成进行了分析。最后结合工业企业...
【文章页数】：120 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter Ⅰ Introduction
1.1 Research background and problems
1.1.1 Research background
1.1.2 Research problems
1.2 Research significance and contribution
1.2.1 Research significance
1.2.2 Research contribution and innovation
1.3 Research methods
1.4 Main contents and logical structure of the study
1.4.1 Main contents of the study
1.4.2 Logical structure of the study
Chapter ⅡLiterature review
2.1 Definition and characteristics of customer perceived quality
2.1.1 Definition of customer perceived quality
2.1.2 Characteristics of customer perceived quality
2.1.3 Comparison between customer perceived quality and actual quality
2.2 Influencing factors of customer perceived quality
2.2.1 Basic elements of customer perceived quality of products
2.2.2 Basic elements of customer perceived quality of service
2.2.3 other factors affecting customer perceived quality
2.2.4 Communication of Customer Perception Quality
2.3 Value and significance of customers perceive quality
2.3.1 Value of customer perceived quality
2.3.2 Importance of customers perceive quality in brand equity
2.4 Measurement and evaluation of customer perceived quality
2.4.1 Customer perceived quality measurement of products
2.4.2 Customer perceived quality measurement of services
2.4.3 Customer perceived quality model of industrial enterprise value chain
Chapter Ⅲ Case description
3.1 Introduction of GBF company and continuous basalt fiber industry
3.1.1 Introduction of GBF company
3.1.2 Introduction of continuous basalt fiber industry
3.2 GBF customers perceive quality status and impact
3.2.1 GBF customer perceived quality customer survey
3.2.2 GBF customers perception quality’s status and influences
3.3 GBF customers perceive quality improvement objectives
Chapter Ⅳ Case analysis
4.1 Environmental analysis of customer perceived quality status of GBF
4.1.1 GBF external environment analysis
4.1.2 GBF internal environment analysis
4.2 Analysis of GBF customer perception quality problem formation
4.2.1 Analysis of GBF customer perceived quality formation process
4.2.2 Analysis of GBF customer perceived quality formation causes
4.3 Demand Characteristics of GBF Customers
Chapter Ⅴ Suggestions and strategies
5.1 Establishing GBF enterprise culture with quality core contents
5.1.1 Establishing GBF quality culture
5.1.2 Strengthening GBF brand and company image construction
5.2 Improving customer perceived quality of GBF products through internal management
5.2.1 Improving internal quality management to provide high-quality products
5.2.2 Translating high quality into high customers perceived quality signals
5.3 Delivering high perceived quality signals through integrated marketing
5.3.1 Concept of integrated marketing
5.3.2 Delivering high perceived quality signals through integrated marketing
5.4 Improving customer perceived quality by improving corporate social responsibility
5.4.1 Relationship between corporate social responsibility and customer perceived quality
5.4.2 How can GBF better fulfill corporate social responsibility
Chapter Ⅵ Conclusion
6.1 Main research conclusions
6.2 Research limitations and prospects in future
References
Customer Perceived Quality Survey for GBF Company
【参考文献】：
期刊论文
[1]企业如何做好质量成本管理工作[J]. 宋美月. 企业改革与管理. 2019(04)
[2]玄武岩纤维的发展现状及前景分析[J]. 孙哲,余黎明. 新材料产业. 2019(01)
[3]玄武岩纤维的发展及应用[J]. 孙涵,钟智丽,薛兆磊,王子帅. 纺织科学与工程学报. 2018(04)
[4]企业社会责任对消费者购买意向的影响研究[J]. 邓新明,张婷,许洋,龙贤义. 管理学报. 2016(07)
[5]中国制造业品牌现状、问题及成因 “制造业质量与品牌发展战略”系列研究（一）[J]. 上海质量管理科学研究院课题组,李敏珩,郭政,崔继峰. 上海质量. 2016(06)
[6]制造质量强国战略[J]. "制造质量强国战略研究"课题组. 中国工程科学. 2015(07)
[7]一个值得重视的建材新兴产业——刍议我国发展玄武岩纤维产业的战略意义[J]. 胡显奇. 中国建材. 2015(07)
[8]澳洲消费者对于中国品牌的感知调查研究[J]. 周月容. 中国商贸. 2015(09)
[9]感知质量理论综述[J]. 张越青. 商. 2014(23)
[10]企业社会责任与感知质量的关系分析[J]. 李忆,胡建英,刘小平,郑贤铭. 商业时代. 2013(23)
博士论文
[1]当代中国企业社会责任研究[D]. 崔丽.吉林大学 2013
[2]品牌认知对消费者感知质量影响的研究[D]. 李静.北京邮电大学 2011
[3]整合营销传播中顾客感知价值的形成机理及驱动研究[D]. 王启万.中国矿业大学 2009
[4]国外消费者对“中国制造”的感知研究[D]. 何小洲.重庆大学 2009
硕士论文
[1]烟台丰金集团企业慈善责任研究[D]. 张媛媛.大连海事大学 2018
[2]品牌联合对产品感知质量影响的实证研究[D]. 刘小鈫.江西财经大学 2010
[3]零售企业自有品牌商品感知质量研究[D]. 祁红波.北京工业大学 2006
本文编号：3678842
【文章页数】：120 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter Ⅰ Introduction
1.1 Research background and problems
1.1.1 Research background
1.1.2 Research problems
1.2 Research significance and contribution
1.2.1 Research significance
1.2.2 Research contribution and innovation
1.3 Research methods
1.4 Main contents and logical structure of the study
1.4.1 Main contents of the study
1.4.2 Logical structure of the study
Chapter ⅡLiterature review
2.1 Definition and characteristics of customer perceived quality
2.1.1 Definition of customer perceived quality
2.1.2 Characteristics of customer perceived quality
2.1.3 Comparison between customer perceived quality and actual quality
2.2 Influencing factors of customer perceived quality
2.2.1 Basic elements of customer perceived quality of products
2.2.2 Basic elements of customer perceived quality of service
2.2.3 other factors affecting customer perceived quality
2.2.4 Communication of Customer Perception Quality
2.3 Value and significance of customers perceive quality
2.3.1 Value of customer perceived quality
2.3.2 Importance of customers perceive quality in brand equity
2.4 Measurement and evaluation of customer perceived quality
2.4.1 Customer perceived quality measurement of products
2.4.2 Customer perceived quality measurement of services
2.4.3 Customer perceived quality model of industrial enterprise value chain
Chapter Ⅲ Case description
3.1 Introduction of GBF company and continuous basalt fiber industry
3.1.1 Introduction of GBF company
3.1.2 Introduction of continuous basalt fiber industry
3.2 GBF customers perceive quality status and impact
3.2.1 GBF customer perceived quality customer survey
3.2.2 GBF customers perception quality’s status and influences
3.3 GBF customers perceive quality improvement objectives
Chapter Ⅳ Case analysis
4.1 Environmental analysis of customer perceived quality status of GBF
4.1.1 GBF external environment analysis
4.1.2 GBF internal environment analysis
4.2 Analysis of GBF customer perception quality problem formation
4.2.1 Analysis of GBF customer perceived quality formation process
4.2.2 Analysis of GBF customer perceived quality formation causes
4.3 Demand Characteristics of GBF Customers
Chapter Ⅴ Suggestions and strategies
5.1 Establishing GBF enterprise culture with quality core contents
5.1.1 Establishing GBF quality culture
5.1.2 Strengthening GBF brand and company image construction
5.2 Improving customer perceived quality of GBF products through internal management
5.2.1 Improving internal quality management to provide high-quality products
5.2.2 Translating high quality into high customers perceived quality signals
5.3 Delivering high perceived quality signals through integrated marketing
5.3.1 Concept of integrated marketing
5.3.2 Delivering high perceived quality signals through integrated marketing
5.4 Improving customer perceived quality by improving corporate social responsibility
5.4.1 Relationship between corporate social responsibility and customer perceived quality
5.4.2 How can GBF better fulfill corporate social responsibility
Chapter Ⅵ Conclusion
6.1 Main research conclusions
6.2 Research limitations and prospects in future
References
Customer Perceived Quality Survey for GBF Company
【参考文献】：
期刊论文
[1]企业如何做好质量成本管理工作[J]. 宋美月. 企业改革与管理. 2019(04)
[2]玄武岩纤维的发展现状及前景分析[J]. 孙哲,余黎明. 新材料产业. 2019(01)
[3]玄武岩纤维的发展及应用[J]. 孙涵,钟智丽,薛兆磊,王子帅. 纺织科学与工程学报. 2018(04)
[4]企业社会责任对消费者购买意向的影响研究[J]. 邓新明,张婷,许洋,龙贤义. 管理学报. 2016(07)
[5]中国制造业品牌现状、问题及成因 “制造业质量与品牌发展战略”系列研究（一）[J]. 上海质量管理科学研究院课题组,李敏珩,郭政,崔继峰. 上海质量. 2016(06)
[6]制造质量强国战略[J]. "制造质量强国战略研究"课题组. 中国工程科学. 2015(07)
[7]一个值得重视的建材新兴产业——刍议我国发展玄武岩纤维产业的战略意义[J]. 胡显奇. 中国建材. 2015(07)
[8]澳洲消费者对于中国品牌的感知调查研究[J]. 周月容. 中国商贸. 2015(09)
[9]感知质量理论综述[J]. 张越青. 商. 2014(23)
[10]企业社会责任与感知质量的关系分析[J]. 李忆,胡建英,刘小平,郑贤铭. 商业时代. 2013(23)
博士论文
[1]当代中国企业社会责任研究[D]. 崔丽.吉林大学 2013
[2]品牌认知对消费者感知质量影响的研究[D]. 李静.北京邮电大学 2011
[3]整合营销传播中顾客感知价值的形成机理及驱动研究[D]. 王启万.中国矿业大学 2009
[4]国外消费者对“中国制造”的感知研究[D]. 何小洲.重庆大学 2009
硕士论文
[1]烟台丰金集团企业慈善责任研究[D]. 张媛媛.大连海事大学 2018
[2]品牌联合对产品感知质量影响的实证研究[D]. 刘小鈫.江西财经大学 2010
[3]零售企业自有品牌商品感知质量研究[D]. 祁红波.北京工业大学 2006
本文编号：3678842
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