摘要
测评指标体系是顾客满意度测评的核心。本文介绍了一种基于"CS-IF"矩阵的顾客满意度测评指标体系研究方法,更加准确、有效得指导企业改进服务短板,持续提升顾客满意度,并以A省移动公司近期某阶段的满意度测评为例介绍了此方法的应用。
Measurement index system is the core of customer satisfaction measurement. This paper introduces a research method of measurement index system of customer satisfaction based on the ＂CS-IF＂ matrix, which guides the enterprise to improve the service efficently and continuously promote the customer satisfaction. And taking as an example the customer satisfaction evaluation of a mobile communication company in A province in a recent period, we explain its application.
出处
《运筹与管理》
CSCD
2008年第1期154-159,共6页
Operations Research and Management Science
