电信运营企业满意度测评模型与实证检验

满意管理是在明确顾客角色前提下的客户关系的不断完善,客户满意观念引入营销领域后,受到极大的关注,许多学者将用户的满意与忠诚相关联,认为只有满意的用户才忠诚,特别在服务性行业,客户的满意与忠诚更是密切相关。电信运营企业用户的满意度与用户的维系、挽留有着重要的联系,通过满意度测评,电信运营企业可以实现服务过程的改进,达到提升用户满意度、忠诚度的目的,减少因用户不满导致的离网。本文运用结构方程研究客户满意度评价模型,并对相关因子进行实证检验,得出可以影响电信运营企业的重要因素和指标,对电信运营企业改善服务质量、提高满意度提出了建议。     

旅游服务：越诚信越满意——上海旅游服务质量满意度测评报告发布

上海旅游服务行业的顾客满意度如何？5年来受上海市旅游事业管理委员会委托，上海市质协用户评价中心一直开展第三方满意度测评，反映上海旅游行业的服务质量。调查显示2007年，上海市国内旅游服务质量游客满意度指数为79.50，出境游游客满意度指数为：78．72。较2006年均有明显提升。     

当前国产轿车质量与用户满意度

我国首次采用中国用户满意度指数方法(CCSI)对轿车行业整体质量水平进行了评价 不久前,中国质量协会、全国用户委员会进行了一次全国轿车用户满意度指数测评,这次测评对象包括上海大众、一汽大众、天汽集团、上海通用、神龙公司、广州本田、长安公司、上海奇瑞、一汽轿车等9家我国最大的轿车企业.这9家轿车生产企业的市场销售量占国产轿车总销售量的96.9%,对它们的测评,可以较全面反映出我国轿车行业的整体情况.同时,为了全面反映我国轿车用户满意状况,比较国产轿车和进口轿车的质量状况,此次测评还将进口轿车、其它国产轿车的用户满意度指数作为另外2个对象进行了测评.     

完善调查方法提升用户满意——装备制造产品顾客满意度调查案例研究

以顾客为关注焦点是质量管理的基本原则，也是质量经营的核心，其关键就是要求组织充分地了解顾客、识别顾客和其他相关方的需求和期望．以便从用户的角度思考如何提供满意的产品和服务．同时运用科学的方法对用户满意度进行测评．从而衡量自身的用户满意业绩以及与行业标杆、竞争对手的比较。     

用户满意度测评在中国:发展与展望

用户满意度测评在中国的发展,经历了一个从导入用户理念、开展较为简单的用户评价调查,到学习和引进国际上通用的用户满意度测评方法的过程。在测评理论和方法上,也经历了简单地测量满意率,到采用多因素或多因素加权平均方法测评满意度,再到初步运用计量经济模型测评满意度的过程     

2004年度全国轿车用户满意度指数测评结果揭晓

2004年度全国轿车用户满意度指数测评工作于日前结束.测评结果表明:2004年全国轿车用户满意度指数比2003年提高了0.8分,我国轿车用户满意度水平正在逐年提升.此次调查是中国质量协会、全国用户委员会自2002年开展全国轿车用户满意度监测以来获得的第三个年度测评结果.     

2004年度全国住宅用户满意度指数测评结果揭晓

本刊讯日前,中国质量协会,全国用户委员会公布2004年度全国住宅用户满意度指数测评结果.结果显示,我国住宅产业2004年用户满意指数为67.49分,比2003年上升了3.49分.此次由中国质量协会、全国用户委员会组织开展的2004年度全国住宅用户满意度指数测评,历时三个月,日前圆满完成.     

地方财经高校服务学生满意度调查研究

本文通过分析地方财经高校服务学生的满意度测评指标,建立了地方财经高校学生满意度测评模型,并利用设计的地方高校服务学生满意度调查问卷调查了学生对学校各项服务的满意状况.利用模型对调查数据进行分析处理,得出了各项服务的满意度指数.调查研究表明：地方财经高校学生的满意度较好,这与近几年地方财经高校加大建设力度是分不开的.     

基于网络的客户满意调查

阿尔卡特一朗讯是一家跨国通讯公司，在全球各个国家和区域都有客户和分部。由于通讯行业服务特殊性，以及成本和时间的限制，采用传统的面访／传真／电话的调查，很难适时获取大量客户满意的第一手信息，必须建立一套相对科学的数据采集方法和一个可以支持调查／分析各类数据的软件系统，从而得到相对客观完整的数据来支持公司的持续改进。本文将就本公司基于网络调查的客户满意管理的思路和经验进行介绍。     

本市高星级饭店服务质量测评结果良好

5月18日下午，市质监局会同上海市旅游局联合发布了本市高星级饭店服务质量测评结果。评测依据国家标准《顾客满意测评通则》和《顾客满意测评模型和方法指南》，借鉴美国国家顾客满意度测评方法，委托上海市质协用户评价中心在今年1月至4月期间，对3367位中外宾客进行了调查访问。     

Determinants of sales manager job satisfaction. An analysis of Spanish industrial firms

The objective of the current work is to analyse the determining factors of sales manager job satisfaction. In particular, we study the effect of various human resources management (HRM) practices – compensation, promotion, training and job design – on this satisfaction, using a model empirically tested on a sample of Spanish industrial firms. The results of the empirical analysis of the model, which uses data from a postal survey, indicate that human resources practices based on compensation – level and type – as well as on the job design – resources and autonomy – appear to be the fundamental determinants of sales manager job satisfaction. In the research we confirm that there is a growing need for firms to combine economic and non-economic incentives in order to satisfy their executives.     

Employee performance management culture and system features in higher education: relationship with employee performance management satisfaction

Little is known about the satisfaction with employee performance management systems in higher education institutions. In this study, we contribute to this field by focussing on the alignment features of employee performance management systems, on communication related to these systems and on control tightness in the academic unit. An important contribution to the literature is the adoption of an integrated approach to employee performance management in higher education institutions. Employee performance management system features and satisfaction result from a survey to which 589 employees of a Flemish University contributed. Separate estimations are done for different tenure types of academics. The estimation results show that a higher level of internally consistent employee performance management systems, more communication and tighter control are associated with higher academic employee performance management satisfaction. The study also reveals that employee performance management satisfaction depends on the tenure type, suggesting that a diversified employee performance management policy should be considered in universities.     

Happiness in transition: An empirical study on Eastern Europe

This paper analyzes the determinants of life satisfaction in a pooled data set of representative individual survey data from seven East European countries collected during the early phase of economic and political transformation using ordered logit models. Those core socio-demographic and economic variables relevant in the US and West European countries have a similar impact on happiness in Eastern Europe under conditions of dramatic economic, political, and social change. The individual effects of variables across countries are not statistically different from the results obtained from the pooled data set. Cross-country differences in aggregate happiness can be explained well by variations in the unemployment rates, the degree of political freedom and the human development index.     

变革型领导和交易型领导理论研究综述

领导方式对企业管理具有重要影响。变革型领导与交易型领导不同的内在维度导致二者在员工工作绩效、员工满意度、组织承诺、组织变革与创新等方面有着不同的作用。多数学者认为变革型领导在各方面较交易型领导都更为优秀,然而部分学者却证明领导方式与企业组织文化的匹配性才是决定组织管理成功与否的重要因素。摒弃对交易型领导的偏见,选择适合的领导方式对企业的发展具有重要的现实意义。     

热电企业大客户满意度的实证研究

构建了热电企业大客户满意度评价指标体系。以安徽省某热电企业为例,通过问卷调查,分析了大客户满意度的各级指标权重以及大客户满意度状况,为国内热电企业开展大客户满意度调查分析提供了一个有效的模式借鉴。     

Subordinates' perception of managers' transformational leadership style and satisfaction: a comparison of electronic manufacturing companies in Mainland China and Taiwan

Rapid economic growth has made leadership studies a significant subject in Asia. The present research compared subordinates' different perceptions of managers' transformational leadership style in Mainland China and Taiwan. Quantitative methodology was used in collecting 250 random samples from Shanghai and Taipei. Subordinates in Taiwan perceived that more managers had a transformational leadership style and also employees had higher satisfaction with managers' leadership style than those in Mainland China. The results of the present research would provide suggestions and directions for industrial managers seeking to display appropriate management behavior for an effective business environment.     

基于模糊可拓层次分析法的物流客户满意度研究

对物流行业客户满意度影响因素进行了分析,建立了客户满意度评价指标体系。结合具体物流企业的问卷调查统计结果,利用可拓层次分析(EAHP)和模糊综合评价相结合的方法对客户满意度进行综合评价,并提出了相应的改进方案。     

Does the professionalism of management practices in nonprofits and for-profits affect job satisfaction?

This paper examines workers' satisfaction related to the level of professionalism of managerial practices in the French services sector. The data used are from the original survey conducted by the French Institute for Demographic Research and include both workers' responses on their satisfaction level, individual characteristics, job conditions, etc. and employers' responses on managerial practices implemented. We construct an index of workers' overall satisfaction and an index of ‘managerial professionalism’. In our model of workers' overall job satisfaction, the index of managerial practices is treated as an endogenous variable using two-stage least squares regressions. We show that the index of managerial practices is strongly and positively associated with workers' overall workplace satisfaction. Overall workplace satisfaction is found to be strongly associated with wages and individuals' perceptions about work environment. Finally, working in nonprofits is positively associated with greater overall job satisfaction.     

G_1法在管理咨询业顾客满意度评价中的应用研究

从管理咨询业与顾客满意度的接触点入手,依据咨询服务质量指标构建的原则建立了一套顾客满意度评价指标体系。考虑到综合评价过程中权重设置问题,引入了无需一致性检验的G1法,并用G1法对指标体系权重计算做了算例,以验证方法的有效性。     

基于平衡记分卡原理的工程质量综合评价模型

文章针对传统的评价指标单一的缺陷将建设工程质量指标划分为工程建筑质量指标、工程经济质量指标、功能质量及客户满意度指标和社会环境质量指标四个方面,并且按照工程发展的自然顺序对指标作进一步划分,在此基础上,通过模拟绩效管理中常见的平衡记分卡的评价原理,设计出了新的工程质量综合评价模型,以期为工程质量管理提供借鉴和指导。