石油企业用户满意度测评方法的研究策略

用户满意度CSD（Customer Satisfaction Degree)是目前国内外质量领域和经济领域中的一项前沿研究课题。近20年来，西方发达国家普遍意识到顾客工的作用，地位和意义，从定性和定量两个方面对CSD进行了系统研究，阐述了CSD对企业产品和服务质量定位的重要性，综述了国外在实施CSD战略的发展情况，重点介绍了瑞典用户满意度指数SCSB，美国用户满意度指数ACSI和韩国用户满意度指数KCSI等研究成果，并以ACSI为依据给出了用户满意度指数理论模型。我国自20世纪90年代中后期以来，对CSD也进行了积极的探索，取得了可喜的成绩。针对石油行业的特殊性，阐述了石油企业用户满意度研究的重要性，提出了石油企业开展用户满意度研究的目的，内容和研究策略。

Strategies for the Research of CSD Measurement in Oil Enterprises

Customer Satisfaction Degree (CSD) is a pioneer research project in the the fields of quality and economy.Over the past two decades,both qualitative and quantitative studies have been made on the role,place and significance of CSD in the western developed countries.In this paper,a discussion is made on the importance of CSD to the placement of product and service quality.Then an introduction is made of the implementation of CSD strategy in other countries with special focus on SCSB,ACSI,and KCSI.A theoretical model of CSD index is established on the basis of ACSI.Since the mid and late 1990s,an active exploration in CSD has been made in China and gratifying achievements have been made in this respect.In view of the characteristics of oil enterprises and the importance of CSD research,some ideas are given on the purposes,contents,and strategies of CSD research in oil enterprises.