 ==>> 点击下载文档 |
本文以国内民营汽车零部件企业诚锋公司为研究对象。首先，本文对客户满意度在
企业中的应用以及意义加以阐述，并对当前诚锋公司客户满意度管理加以调查分析。当
前诚锋公司主要采取供应商评价和客户投诉两种方式开展客户满意度工作，尽管这两种
方法具有一定的可行性，但是均没有形成有效的模式，无法从根本上提升公司的服务质
量。对此，作者在客户满意度理论基础之上，结合诚锋公司的实际情况，设计出一套适
合诚锋公司的客户满意度体系，该体系中共包括五大维度、十四项指标，每项指标均与
公司业务相关联，通过层次分析法确认每种指标的权重，通过模糊综合评价法计算满意
度指数。在新设计的客户满意度体系基础之上，诚锋公司的客户满意度指数介于中和良
之间，这在一定程度上反映出当前诚锋公司的客户满意度工作还有待改善和提高。对此，
本文针对诚锋公司的客户满意度管理工作现状以及客户满意度指数，提出满意度战略和
承诺并制定七项具体措施，旨在提高诚锋公司客户满意度。为切实有效的保障客户满意
度提升的七项具体措施得以落实，本文还从组织、文化以及人员等方面提出建议
本文对诚锋公司的客户满意度进行研究分析，挖掘当前诚锋公司客户满意度管理工
作中的不足和漏洞，针对性的提出具体的改善措施从而有效提升诚锋公司核心能力。与
此同时，也试图为市场中相同发展规模的民营汽车零部件企业的核心竞争力的提高提供
参考和借鉴
关键词：汽车零部件企业 客户满意度 诚锋公司II
Abstract
With the rapid development of national economy and improvement of people&39;s living level,
the per capita disposable income continued to grow. At the same time, the automotive
industry is also gradually changing from the luxury to mass consumer goods. They are
becoming more and more popular. As the best means of transportation in daily life, the
accelerated development of economy is undoubtedly the best opportunity to promote the
development of industry, and it can effectively meet the needs of people&39;s life and realize the
spiritual enjoyment of the people to a certain extent. The growth of demand for automobile
industry will inevitably lead to the vigorous development of automobile related industries.
Especially in the automotive spare parts industry, a large number of auto parts enterprises are
emerging in the market, and the competition is becoming more and more fierce. The
traditional auto parts industry competition remain in the price war, but with the development
and progress of the times, the competition between the industry more focused on customer
satisfaction. By strengthening customer satisfaction, auto parts enterprises constantly improve
their core competitiveness and realize the healthy and sound development of the enterprises.
The research object is Chengfeng company, which is a private auto parts enterprise in China.
First of all, this article expounds the application and significance of customer satisfaction in
enterprises, and it makes a survey and analysis on current customer satisfaction management
of Chengfeng company. The Chengfeng company mainly adopts two ways to carry out
customer satisfaction such as supplier evaluation and customer complaints .Although the two
method is feasible to some extent, but they did not form an effective method to enhance the
company&39;s service quality fundamentally. In this regard, on the basis of customer satisfaction
theory, the author combined with the actual situation of Chengfeng company, and design a set
of suitable for Chengfeng company&39;s customer satisfaction system. The customer satisfaction
system consists of five dimensions and fourteen indicators, each indicator is associated with
the business of the company. And then through the analytic hierarchy method this paper
confirmed every index weight. By using of fuzzy comprehensive evaluation method it
calculated the satisfaction index. On the basis of the newly designed customer satisfaction
system, Chengfeng company&39;s customer satisfaction index is between the middle and good
level, which reflects that its customer satisfaction has yet to be improved to some extent.
Accordingly, in view of Chengfeng company&39;s customer satisfaction management status and
customer satisfaction index, this paper proposes satisfaction strategy and commitment, and
develops seven specific measures to improve Chengfeng company customer satisfaction. In
order to effectively ensure the implementation of seven specific measures to improve
customer satisfaction, this paper also puts forward suggestions from the aspects of
organization, culture and personnel.
Through the analysis of Chengfeng company&39;s customer satisfaction, this paper excavates the
inadequacies and loopholes in current customer satisfaction management, it puts forward
specific improvement measures so as to effectively enhance the core competence of
Chengfeng company. At the same time, it also provide reference for the improvement of theIII
core competitiveness of the auto parts enterprises for the same size company .
Keywords:Auto parts enterprise Customer satisfaction Chengfeng companyI
目录
摘要 ........I
Abstract ... II
第 1 章 绪论 .1
1.1 研究背景和意义... 1
1.1.1 研究背景... 1
1.1.2 研究意义... 2
1.2 国内外研究现状... 2
1.2.1 国外研究... 2
1.2.2 国内研究... 4
1.2.3 研究评述... 5
1.3 研究方法和思路... 5
1.3.1 研究方法... 5
1.3.2 研究思路... 6
第 2 章 相关概念和理论基础 ...........7
2.1 服务质量的概述... 7
2.1.1 服务的概念和特征 ....... 7
2.1.2 服务质量的概念 ......... 7
2.2 客户满意度的相关理论概述 ..... 8
2.2.1 客户满意的概念 ........ 8
2.2.2 客户满意度的概念 ....... 9
2.3 客户满意度研究模型 .......... 9
2.3.1 服务质量模型（SERVQUAL） ........... 9
2.3.2 客户满意度指数模型 .... 10
2.3.3 美国客户满意度评价体系11
2.3.4 美国国家质量奖 ........ 11
2.3.5 欧洲质量奖12
第 3 章 诚锋公司客户满意度的调查和评价 ...........
。。。以上简介无排版格式，详细内容请下载查看
