顾客满意度测评指标体系建立及评价模型

企业如何满足顾客的需求,进而留住顾客,以提升顾客对企业的满意度,已成为企业在激烈的市场竞争中的立足之本,更是衡量企业竞争力的重要指标,因此,如何科学地评价顾客满意度显得十分重要。本文介绍了影响顾客满意度测评的指标体系及其应遵循的基本原则,采取了定性与定量分析相结合的方法,利用层次分析法和模糊综合评判相结合的方法,给出了顾客满意度测评的评价模型。

Index System and Evaluation Model of Customer Satisfaction Evaluation

How enterprises meet customer's demands and then keep customers, in order to promote customer's satisfaction to enterprises, have already become more important in the fierce market competition, and focus on the important index of weighing competitiveness of enterprise. So how to appraise customer satisfaction seems to be very important. The introduction to this text influences the index system of customer satisfaction evaluation and basic principle that should be followed, taking the method to determine the nature and combine with quantitative analysis, utilizing the approach of analytic hierarchy process and fuzzy comprehensive assessment to combine together, and providing the evaluation model of customer satisfaction assessment.