摘要
文章论述了构建中国顾客满意度指数体系(CCSI)的必要性,对构建过程中的关键问题进行了探讨,具体包括指数体系层次的设定、各层次中测评范围的确定、低层次指数向高层次指数综合的具体方法以及综合加权指标的选取,最后对CCSI构建的组织实施加以展望。
It is necessary for China to construct Customer Satisfaction Indices system in national level as well as in industrial level. The paper probes into forming several rules constructing the Chinese Customer (Satisfaction) Indices (CCSI) system, determining the six levels of CCSI and compounding methods in every (level.) Finally, relevant weighting compounding variables have been determined.
出处
《统计与信息论坛》
2005年第2期5-9,共5页
Journal of Statistics and Information
关键词
顾客满意度
指数体系
加权指标
CCSI
Indices system
Weighting compounding variables.
