【作者】 邵翯；

【导师】 张英奎；

【作者基本信息】 北京化工大学 ， 企业管理， 2008， 硕士

【摘要】 本文以清华斯维尔软件科技有限公司(以下简称斯维尔公司)为研究对象,在客户关系管理理论的基础上,参考ACSI等客户满意指标体系模型,依据软件行业特性,提出了斯维尔的客户满意度评价指标体系模型。为了对斯维尔的客户满意度进行测量,本文采用层次分析法对上述指标体系的权重进行测量。从而构成完整的可测量的客户满意度评价指标体系。随后,本文根据上述客户满意度评价指标体系对斯维尔公司客户满意度进行测量,测量的步骤为:1、设计、发放、统计调查问卷;2、对斯维尔公司客户满意度指标体系进行探索性因子分析;3、分析问卷调查结果,对斯维尔公司客户满意度水平进行了测评。本文主要成果如下:1、针对软件行业和企业的特殊性,提出了斯维尔公司客户满意度评价指标体系。2、通过探索性因子分析,证明上述评价指标体系具有合理性与有效性。3、构建指标体系、确定权重、根据问卷结果测算相结合的方法具有一定的普遍意义,是测度企业客户满意度的一般方法。4、通过上述方法对斯维尔公司客户满意度水平进行了实际测度,进而识别出影响斯维尔公司客户满意度的关键因素。更多还原

【Abstract】 This paper presents the customer satisfaction index evaluation system of Tsing hua swear company based on CRM theory, ACSI model as well as the characteristics of software industry. In order to evaluate customer satisfaction of swear company, this paper measures the weight of index system rendered above by the method of AHP. As a result, the measurable and complete customer satisfaction evaluation index system is constructed.Then this paper measures the customer satisfaction level of swear company according to the index system built above. The measure processes are as follows. 1. Design, distribute and statistic questionnaire; 2. Make an exploring factor analysis towards customer satisfaction index of swear company; 3. Analyze the result of questionnaire survey and evaluate the actual customer satisfaction level of swear company.The main results of this paper are as follows.1. This paper presents the customer satisfaction index system of swear company according to the characteristics of software industry and enterprise itself.2. This paper proves the evaluation index system of swear company is reasonable and effective.3. This paper presents a common method of measuring customer satisfaction through constructing index system, confirming weight and evaluating the results of questionnaire survey. 4. This paper evaluates the actual customer satisfaction level by the method rendered above and identifies the key factors which influence the customer satisfaction of Tsing hua swear company.更多还原