摘要
基于美国顾客满意指数的模型 ,分析了影响顾客满意的诸多因素 ,并针对目前国内市场上存在的实际情况 ,增加考虑了“信息一致性”因素对于顾客满意度的影响 ,藉此提出新的测评模型 ,并通过实证研究进行了验证。
Based on the model of American customer satisfaction index, this paper analyzed some factors that influence customer satisfaction. Taking into account of the conditions of the Chinese market, the authorsadded the factor of “Information Discrepancies”, and bring forward a new model, which was tested in an impirical case.
出处
《系统工程理论方法应用》
2002年第3期248-252,共5页
Systems Engineering Theory·Methodology·Applications
基金
上海市教育局重点学科项目支助
