摘要
I
摘要
随着互联网经济的快速发展，企业间同质化竞争不断加剧，从产品竞争不断
扩大到服务能力的竞争，特别是在互联网企业中，尤为明显。如今互联网平台类
型的企业不断强调用户流量的重要性，但是随着不断有新的互联网企业加入，企
业间对用户流量的争夺越来越激烈，特别是获取新用户的流量成本越来越高。在
这种情况下，企业如何能保持住现有的用户，成为企业发展的基础，只有保持住
现有的用户流量，企业才有能力参与到企业间激烈的竞争之中。而顾客越来越重
视服务的质量，企业需要不断的提高服务能力，以满足顾客的需求，保证顾客的
满意度和忠诚度

人才招聘类网站作为一类中介网站，在目前的互联网经济中，具有特殊的地
位。这类网站的客户和其他企业的客户有很大的不同，网站必须同时满足个人用
户和企业用户两类客户的需求，但是两种类型的顾客在需求上必定存在差异，只
有尽量同时满足两类顾客，企业才能有不断的发展，有其中任何一类用户流失，
对企业都是巨大的损失。目前，国内对于这类网站研究的较少。本文同时着眼于
两类顾客，进行全面的综合分析，希望能过在一定程度上解决这类型网站的顾客
满意度困境，因此，具有一定的创新和现实价值

本文以 HZ 人才网为研究对象，主要从网站定位、顾客定位、顾客需求、顾客
满意度和顾客忠诚度等方面进行分析，参考国际流行的 ACSI 等模型构建适合 HZ
人才网的顾客满意度指数模型，用层次分析法进行相应的分析总结，提出应对策
略

关键词：人才网 顾客满意度 层次分析法ABSTRACT
II
ABSTRACT
With the rapid development of the Internet economy, the homogenization of
competition between enterprises is becoming more and more fierce, and the competition
from the product to the competition of service ability is more and more obvious. The
importance of user traffic, now the Internet platform type enterprise constantly, but with
a new Internet companies to join the competition among enterprises is more and more
intense user traffic, especially traffic costs more and more access to new users. In this
case, how to maintain the existing users of enterprises, the basis for the development of
enterprises, only to maintain the existing user traffic, the ability of enterprises to
participate in the fierce competition among enterprises. The customers pay more and
more attention to the quality of service, enterprises need to constantly improve service
capabilities to meet customer needs, to ensure customer satisfaction and loyalty.
Talent recruitment website as a kind of intermediary website, in the current
Internet economy, has a special status. This kind of website customers and other
business customers are very different, the website must also meet the individual users
and business users of two kinds of customer demand, but the two types of customers
must be differences in demand, only to satisfy the two types of customers, enterprises
can continue to develop, in any kind of user the loss is a huge loss for the enterprise. At
present, there is less research on this kind of websites in China. At the same time, this
paper focuses on the two types of customers, and makes a comprehensive analysis,
hoping to solve the problem of customer satisfaction of this type of website to a certain
extent.
In this paper, HZ talent network as the research object, mainly from the website
positioning, customer orientation, customer demand, customer satisfaction and customer
loyalty and other aspects of analysis, construct the customer satisfaction index model
for HZ talent network reference international popular ACSI model, the corresponding
analysis by AHP, put forward coping strategies.
Keywords: Talent network Customer satisfaction Analytic hierarchy process目录
III
目录
第一章 绪论.........1
1.1 研究背景.1
1.2 顾客满意度与相关研究.1
1.2.1 顾客满意度...........1
1.2.2 顾客满意度的相关指数模型.......2
1.3 研究目的.4
1.4 研究的思路及论文框架.5
1.4.1 研究的思路...........5
1.4.2 论文框架...5
第二章 HZ 人才网满意度现状与存在问题.......7
2.1 HZ 人才网的基本情况与行业发展........7
2.1.1 HZ 人才网基本情况.......7
2.1.2 人才招聘网行业优势与不足.......8
2.1.3 人才招聘网行业发展现状.........10
2.2 HZ 人才网顾客分类及基本情况..........11
2.3 HZ 人才网顾客满意度现状与问题......12
第三章 HZ 人才网顾客满意度评价体系构建.13
3.1 网站用户满意度影响因素相关研究...13
3.2 顾客满意度评价体系的设计思路与构建原则...........14
3.2.1 顾客满意度评价体系的设计思路.........14
3.2.2 顾客满意度评价体系的构建原则.........14
3.3 顾客满意度指标体系权重计算步骤...15
3.3.1 层次分析法综述.15
3.3.2 顾客满意度指标权重计算步骤.15
3.4 个人顾客满意度指标体系构建与权重确定...18
3.4.1 个人顾客满意度指标体系的构建.........18
3.4.2 个人顾客满意度指标权重的确定.........21
3.5 企业顾客满意度指标体系构建与权重确定...24
3.5.1 企业顾客满意度指标体系的构建.........24
3.5.2 企业顾客满意度指标权重的确定.........28目录
IV
第四章 HZ 人才网顾客满意度调查与分析.....32
4.1 调查问卷设计...32
4.1.1 调查问卷设计原则.........32
4.1.2 调查问卷结构.....33
4.1.3 调查对象.34
4.2 调查的步骤与过程.........
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