摘要
一般的服务质量的测量均以SERVQUAL作为基础,在实际操作过程中比较复杂和费时费力.为此,基于多层次评价的思想,提出一种可行的提高客户满意度的决策支持模型,通过将问题简化成一些容易收集和操作的指标,以便简化各种数据的采集、引入一些统计分析方法对采集的数据进行分析、分析结果通过图形或表格表达的方式,向决策者展现需要改进的方面,可以解决企业管理中提高客户满意度的决策支持问题.
Generally the measurement model of service quality is based on SERVQUAL model which is comparatively complex and taken time and energy. Based on multilayer evaluation idea, this paper develops a feasible decision support model to improve the customer satisfaction. This model predigests complex problems to some targets which can be easily collected and operated in order to predigest the collection of different kinds of data and also introduces some statistics analysis methods to analyze the data. The results in the form of graphs or tables display the aspects that are needed to improve, so the decision makers can solve the decision support problems by improving customer satisfaction in the corporation management.
出处
《哈尔滨工业大学学报》
EI
CAS
CSCD
北大核心
2005年第4期504-506,共3页
Journal of Harbin Institute of Technology
关键词
决策支持系统
客户满意度
决策支持模型
decision support system
customer satisfaction
decision support model
