基于顾客价值的汽车销售企业顾客满意度指标体系研究

文章采用顾客价值及层次分析法、专家赋权法、顾客赋权法等多种决策理论方法,结合广西汽车销售市场特点,建立汽车销售企业顾客满意度指标评价体系,对购车顾客满意度进行定性及定量分析,为广西汽车销售企业客观评价顾客满意度及制定更具针对性的产品服务改进策略提供方法依据.

Studies on Customer Satisfaction Index System Based on Customer Value for Auto Sales Enterprises

This article used several decision theory methods such as the customer value and AHP, expert weighting method, and customer weighting method, and in combination with the characteristics of Guangxi automobile sales market, it established the customer satisfaction index evaluation system for auto sales enterprises,and conducted the qualitative and quan- titative analysis on the satisfaction of car purchasing customers, thereby providing the meth - od basis for Guangxi auto sales enterprises to objectively evaluate the customer satisfaction and to develop more targeted product service improvement strategies.