【作者】 陆涛；

【导师】 金浩；

【作者基本信息】 河北工业大学 ， 工商管理， 2007， 硕士

【摘要】 近十多年来,全国性的顾客满意度指数测评工作已引起全国普遍的关注,不少学者也对顾客满意度模型展开了大量的研究,本文首先对顾客满意度的理论进行阐述,介绍了国外顾客满意度指数模型以及我国顾客满意度的定量测评情况,并针对税务系统顾客满意度等相关概念进行界定;其次,介绍了纳税人的权利和义务,并根据马斯洛的需求层次理论对税务系统顾客的需求进行分析;再次,对税务系统顾客满意度的测评进行详细阐述,包括税务系统顾客满意度测评指标体系的建立、指标的量化、权重的确定和模型的选择等;最后,进行实证研究,对秦皇岛市开发区地税局的顾客满意度进行具体测评分析,并提出提高税务系统顾客满意度的建议和措施。更多还原

【Abstract】 Over the decade, national Customer Satisfaction Index (CSI) evaluation has become the concern of many countries. In China, no national evaluation model has been established so far. Many scholars have also started to do a lot of examples in some fields, and CSI research in government departments has not yet been placed much importance on.The paper starts with a dwelling on CSI theory; it defines taxpayers’rights and obligations, and analyzes needs of customers in taxation system, including the establishment of CSI evaluation index system, quantization of the indexes, decision about the weight, and the choice of models, etc. Through case study, the paper evaluates and analyzes customer satisfaction in Local Taxation Bureau of Qinhuangdao Development Zone (QDZ). Finally, the paper concludes with suggestion and actions to taken to improve customer satisfaction in taxation system.更多还原