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CSI理论与实践 被引量:5

Theories and Practices of Customer Satisfactions Index
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摘要  回顾了顾客满意指数(CSI,CustomerSatisfactionIndex)的基本理论、CSI的测评方法,以及CSI的历史和发展,并对未来的研究方向以及建立我国CSI所需要解决的主要问题进行了探索. Customer Satisfaction Index has won great success in the west countries, and become one part of economy indices system. We study CSI theory basis, CSI measurement methods, CSI history and development. Then we discuss CSI future research directions and main issues for constructing Chinese Customer Satisfaction Index.
出处 《系统工程理论与实践》 EI CSCD 北大核心 2004年第6期14-19,共6页 Systems Engineering-Theory & Practice
关键词 顾客满意指数 指标测量法 结构方程组法 结构体系 中国顾客满意指数 customer satisfaction index driver measurements method structural equations method framework Chinese Customer Satisfaction Index
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参考文献27

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二级参考文献7

  • 1-.中国第一个地区性CSI项目正式启动[J].上海质量,1998,(10).
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  • 7殷荣伍.美国顾客满意度指数述评[J].消费经济,2000,16(1):55-58. 被引量:8

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