| 论顾客满意度评价体系的构建 |
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| 引用本文： | 南剑飞,熊志坚.论顾客满意度评价体系的构建[J].世界标准化与质量管理,2002(6):23-25. |
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| 作者姓名： | 南剑飞 熊志坚 |
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| 作者单位： | 西南石油学院工商管理学院,637001 |
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| 摘 要： | 分析了建立企业顾客满意度（CSD）评价体系的必要性，阐述了设置顾客满意度评价指标体系的基本原则，设计了顾客满意度评价指标体系并分析了各指标体系之间的相互关系。
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| 关 键 词： | 企业管理 顾客满意度 评价体系 顾客满意度指数 |
| 修稿时间： | 2002年4月16日 |
A Discussion on Setting up a Customer Satisfaction Degree Evaluating System |
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| Li Lan.A Discussion on Setting up a Customer Satisfaction Degree Evaluating System[J].World Standardization & Quality Management,2002(6):23-25. |
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| Authors: | Li Lan |
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| Institution: | Nan Jianfei |
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| Abstract: | The necessity to build a customer satisfaction degree evaluating system is analysed and the basic principles to build such system are discussed in the article. The authors designs such system and analyses the relations between every index systems. |
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| Keywords: | customer satisfaction degree evaluating system |
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