顾客满意度测评剖析.ppt

Management Science and Engineering
韩娟,贾耀洋,王燕妮,诸葛丹,齐科
Evaluation of Customer Satisfaction Level of Different Projects
基于主成分分析对不同项目的顾客满意度水平评估
2018/4/24
Content
目录
Introduction part
引言部分
Case part
案例部分
Summary part
总结部分
1
2
3
Part 1


Introduction of CSI
顾客满意度指标介绍
Introduction of evaluation method
顾客满意度评估方法介绍

Brief introduction of PCA
主成分分析简介
1. Introduction part
引言部分
The importance of customer satisfaction
Introduction of CSI
顾客满意度指标介绍
CSI model
Customer satisfaction index model is a kind of structural equation model, which puts customer satisfaction into a causal model.
Through observing corresponding measurable variables and using the feature of structural equation model to obtain customer satisfaction.
Customer satisfaction plays the key role for ess in any business.
Any industry has to give top priority to customer satisfaction for surviving in petitive market.
Customer satisfaction is widely recognized as a business survival requirement.
This paper propose a customer satisfaction index(CSI) to measure it.
Swedish Customer Satisfaction Index model (SCSI)
Introduction of CSI
顾客满意度指标介绍
American Customer Satisfaction Index model (ACSI)
The existing typical CSI model
European Customer Satisfaction Index model (ECSI)
Swiss Customer Satisfaction Index model (SWICS)
Introduction of CSI
顾客满意度指标介绍
Introduction of evaluation method
顾客满意度评估方法介绍
1. Analytical hierarchy process
2. Fuzzy synthetic evaluation
3. The simple average score method
4. ponent analysis
The ings of average score method
1. Without considering the correlation between different indexes;
2. Each factor's weight regards as the same.
The evaluation of customer satisfaction is a kind of powerful tool and means for the enterprise to understand the customers’ needs and expectations, which helps enterprises to win customers, retain customers and create customer in the petition of market, and brings the growth of the enterprises' financial perf