我国电脑厂商客户满意度测评体系分析

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1、ResearchonmeasurementIndexsystemofcustomersatisfactioninPCmanufacturerinChinaAbstractAlongwithcontinuousandstabledevelopmentinPCindustry,differenceofproductqualityandfunctionbecomelessandlessamongcommoditieswithdifferentbrand,whichmakecompetencestrongerandstronger.Manycompanyareawareofitisth

2、eonewaytogetcompetenceadvantagetoprovideexcellentserviceanddevelopcustomersatisfaction.Buthowtoevaluatethecustomersatisfaction,thereislackingameasurementsysteminPCindustryinChina.ThethesisaimsatmakingananalyticalresearchonmeasurementIndexsystemofcustomersatisfactionandthemethodsappliedinPCma

3、nufacturersinChina.Theauthorfirstreviewliteraturesonserviceandservicequality,customersatisfactiontheoryandmeasurements,thenanalyzestheactualityofmeasuringcustomersatisfactioninChinaPCindustryandidentifymainexistingproblemsinthelast,includingsimplemeasurement,oldinvestigationcontent,etc.Inord

4、ertosolvetheexistingproblemsinPCindustry,theauthorpresentsameasurementindexsystemwithfourlayers.APCmanufacturer‘scustomersatisfactionmeasurementmulti-dimensionalIVscaleisdevelopedbasedonthesystemandformedtoaquestionnairesurvey.Apre-testonthereasonabilityandapplicabilityofthesurveyinaPCmanufa

5、cturerisfinished.Onthisbasis,theauthorusesSPSS10.0tomakeareliabilityanalysisandaregressionanalysisonthesurveyresult,whichshowsitisreasonableandapplicable.So,themeasurementIndexsystemofcustomersatisfactionandthemethodsappliedinPCmanufacturerisconcludedandsuggestedtoapplytomoresampletoidentify

6、itsreliability.Inaddition,theauthormakesanempiricalresearchintothemethodstoapplythesystemtoPCmanufacturerandpresentsthreemethodsofanalyzingthedataobtainedtroughthesurvey.Withtheoutputoftheforegoingresearch,thethesisproceedstobringforwardsuggestionstohelpdeepgoingtheresearchandapplythemeasure

7、mentindexsystemmoreefficiently.KeywordsPCmanufacturer,customersatisfaction,customersatisfactionmeasurement,servicequalityV目录中文摘要英文摘要第一章引言..........................................11.1问题的提出.......................................11.2理论基础.............