组织顾客满意度测评指数模型(OCSI)的研究

顾客满意度指数(CustomerSatisfactionIndex,CSI),是运用统计的方法把顾客满意程度定量化。目前不少发达国家和地区已编制和发布顾客满意度指数(CSI),许多知名的跨国公司积极实施顾客满意战略,进行顾客满意度指数(CSI)的测评。本文主要研究如何建立组织顾客满意度指数(OCSI)模型,包括:OCSI模型的结构和结构变量、测量变量及它们的数学表达式,同时简要地讨论了设计OCSI的指标体系和调查表的一些事宜。

Research on the Measurement Model of Organizational Customer Satisfaction Index

This paper is research on CSI of organization. Customer Satisfaction Index, CSI, show various degrees of Customer Satisfaction (CS). Update many nation countries and enterprises measure their CSI. Now I design a model of OCSI, CSI of Organization, in this paper. And include the structure, variable, expression of OCSI. This paper discusses the index system and the questionnaire of OCSI, too.