| Under the current situation of the products seriously supply exceeds demand, consumer's buying behavior are becoming more rational, the buyer's market is occupying the leading position more and more, the competition ways of enterprises are changing fundamentally: Carry out the transition to customer's satisfactory competition from the competition of the products. Such new competition situation requires enterprises to implement customer satisfaction to manage, at the same time the new total quality management has already regarded customer satisfaction test and assessment as one of the key content, so, how to implement customer satisfaction to manage, it is the question that academia and enterprise need studying urgently at present. The research about customer satisfaction test and assessment is still at the starting stage at present, setting up complete customer satisfaction test and assessment system and guarantee system has greater academic value and practicing meaning. As to enterprise, if can adjust one's own operations objective and tactics as soon as possible, pursue idea of customer satisfaction, implement customer satisfaction to manage, could establish the new competition advantage, realize the winning together of the enterprise and customer.The thesis adopts the comparative analysis method mainly, the combination of theory and practice, on one hand pursue the scientific, rigorous, completeness and innovative of setting up models, on the other hand, pay attention to the effectiveness on practice, can instruct enterprises to implement reason to manage. Thesis act as brief introduction to customer satisfaction at first, expound and implement customer satisfaction meaning of test and assessment, then analyze the research current situation of domestic and international customer satisfaction test and assessment, has pointed out the advantage of each model and existing problem, and has summed up the common characteristic of the model. On this basis, combine strata of products, classification of customer propose customer satisfaction index definite principle of system, in order to try one's best to get rid of the artificial interference, have adopted the analytic approach of the factor to carry on the strata to the index, set up the model of grade of index. Secondly, about the weight of every index and appraisal of satisfaction to the customer, implement quantification with normalization, utilizing strong operating analytical hierarchy process structure customer satisfaction measure models, get the satisfaction measurement value of the indexes at all levels, and control measurement, examine the credibility, validity and dependability that are measured. Enterprises must compare with the best satisfaction value after receiving the index satisfaction at all levels, find out one's own advantage and disparity from it, implement and improve, about improve model question that input and output maximized in fact, enterprises are in a situation that the capital cost is certain, the rational input to each index of distribution, make customer satisfaction get the greatest improvement Customer satisfaction test and assessment is a dynamic course, enterprises must also implement a lot of investigations, measure satisfaction value many times, in order to check the improved result, cany on essential adjustment, make the improvement scheme correspond to reality. Finally, pointed out the existingproblem that tested and assess in the article, and put forward the idea of complete CSI, namely set up CSI testing and assessing system, CSI guaranteeing system and CSI early warning system.Have set up the comparatively complete model system of test and assessment of customer satisfaction in thesis, have stronger objectivity and scientific, can guide enterprises under the environment of complicated and changeable competition, and combine together for a long time development short-term goal, implement customer's satisfaction to manage. The advantage of the model has lain in improving the accuracy measured mainly; Test... |
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