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1、院系名称：专业班级：学生姓名：学号：指导教师：教师职称：随着中国市场竞争的口趋门热化，企业间的较量已开始从产品的竞争转向顾客资源的竞争，顾客资源正在逐渐取代产品技术本身，成为企业最为重耍的资源。关注顾客、研究顾客、探讨“如何使顾客满意”已经成为现代企业取得竞争优势不可或缺的要素。我国企业在顾客满意度的建立，结果并不令人满意。如何提高顾客满意度，树立产品和服务在顾客心ri小的形象，不断的吸引更多的客户，为企业赢得更多的利润是经营者而对的一个重大课题。本文的主耍内容包括：从目前的研究现状出发，对顾客满意和顾客满意度进行界定，
2、接着在文献综述的基础上建立顾客满意度模型，并确定顾客满意度影响因素，其中包含顾客感知质量，顾客感知价值，顾客抱怨。并根据影响因索的基础上提岀基于顾客满意度的提升策略。本文的研究成果，对于顾客满意度的提高分为两种不同的策略，一种是针对处于不满意状态的顾客，耍正确对待顾客不满，坚持顾客至上的理念，建立顾客反馈信息平台，处于满意的顾客要保持良好的沟通和加强情感作用，提高核心产品价值。关键词：顾客满意顾客满意度满意度状态TitlestrategiestoenhancecustomersatisfactionAbstractWit
3、hChina'sincreasinglyheatedmarketcompetition,enterpriseshavebegunatrialofstrengthbetweenthecompetitivenessoftheproductshiftfromcustomerresources,customerresources,isgraduallyreplacedbytechnologyitself,becomethemostimportantresources-Attentiontocustomers,customerre
4、searchtoexplorethenhowtomakecustomersatisfactionnhasbecomeamodementeiprisemadeanessentialelementofcompetitiveadvantage・China'senterprisesintheestablishmentofcustomersatisfaction,theresultsarenotsatisfactory.Howtoimprovecustomersatisfaction,productsandservicestoes
5、tablishtheimageofthecustomer,andconstantlytoattractmorecustomers,inordertowinmorebusinessoperator'sprofitisamajorissuefacedby.Themaincontentsofthispaperinclude:thestatusquofromthecurrentstudy,thesatisfactionofcustomersatisfactionandtodefine,andthenintheliterature
6、reviewbasedonmodelofcustomersatisfaction,customersatisfactionandtodeterminetheimpactoffactors,includingcustomerperceivedquality,customerperceivedvalue,customercomplained.Impactfactorsbasedonthebasisofimprovementbasedoncustomersatisfactionstrategy.Inthispaper,ther
7、esultsofresearchfortheimprovementofcustomersatisfactionisdividedintotwodifferentstrategies,oneisnotsatisfiedwiththestatusforcustomersin,itisnecessarytocorrectlydealwithunhappycustomers,adheretotheconceptofcustomerfirst,theestablishmentofaninformationplatformforcu
8、stomerfeedback,satisfactionincustomerstomaintaingoodcommunicationandstrengtheningtheroleofemotions,thevalueofcoreproductsimproved.KeywordsCustomerSatisfactionC
