【作者】 王悦；

【导师】 时建人；

【作者基本信息】 大连海事大学 ， 工商管理， 2012， 硕士

【摘要】 满意理论起源于美国,随后在发达国家企业使用,并在20世纪末,其理论便成为全世界诸多企业实现客户满意的一种有效的方法。另外,许多发达国家也先后对客户满意度指数测评理论、模型以及方法开展了全面的研究,使之有了一套系统的理论模型与具体操作的工具。但该理论在中国的研究和运用已有近20年的时间,并收到了好效果。作为全球性的朝阳产业—保健行业,其市场增长很迅速。虽在2008年美国的金融危机,对我国很多行业产生了不利的影响,但我国保健品行业却保持良好的势态,消费者对保健品质量与服务的要求变得越来越高,这使得国内保健品市场竞争也愈加激烈。诸多企业为了自身的生存与发展,都急于寻找提高企业自身竞争力的办法。但最令企业困惑的是还没有行之一套有效的工具和方法。为此,本文以大阁保健公司客户满意度为研究对象,针对大阁保健公司产品和服务现状,以及对该公司实际情况的调查,提供了其客户满意度调查及分析报告。本文在收集整理大量相关文献资料的基础上,借鉴国内其他行业客户满意度调查于分析的一些成功经验,基于大阁保健公司产品和服务现状,对该公司客户满意状况进行了调查,并运用层次分析的方法确定了企业客户满意度模型评价指标与设计调查问卷,对其结果分析找出大阁保健公司客户满意度存在的问题,并据此提出提高客户满意度的改进具体措施。实际上,在我国关于保健品企业客户满意度系统的研究尚未出现。因此,本研究作了一个探索,首次将客户满意度理论运用到保健品企业,填补了保健品企业客户满意度研究的空白。本研究不仅对大阁保健公司改善和提高产其品质量和服务水平提供了可操作的客户满意度调查及分析方法。同时对保健品行业的其他企业具有一定的借鉴意义。更多还原

【Abstract】 Satisfaction theory originated in the United States, then in the developed countries has been widely used. At the end of the twentieth Century, to customer satisfaction theory has become a global business circles popular a kind of new enterprise culture and enterprise management philosophy. At the same time, many developed countries also has customer satisfaction index evaluation theory, model and method to carry out a comprehensive study, so that there is a theoretical model of the system and the concrete operation of the tool. But the customer satisfaction theory research in China and has been used for nearly20years, and in some industries in some areas have a very good use and received good effect.As a global industry, health industry, its market is growing rapidly. Although in2008the financial crisis in the United States, for many of our industries to produce adverse effect, but China’s health products industry has maintained a good situation, the consumer health care products for quality and service requirements become more and more high, which makes the domestic health care products market has become even more fierce competition. A lot of enterprises for their own survival and development, improve the competitiveness of enterprises are eager to find a way. But most enterprise puzzled is also not one set of effective tools and methods. Therefore, this paper takes the GE company customer satisfaction as the research object, according to the hall bee product and service present situation, as well as on Hall bee investigation of actual conditions, provide a large court customer satisfaction survey and analysis report.By collecting a large number of relevant documents on the basis of drawing lessons from domestic other industry, customer satisfaction survey in the analysis of some successful experience, based on the large court company products and service situation, the hall bee health products company customer satisfaction condition were investigated, and the use of analytic hierarchy process to determine the enterprise customer satisfaction evaluation index and model the design of questionnaire. The results of analysis to find out the large court company customer satisfaction problems, and puts forward specific measures to improve customer satisfaction improvement.In fact, in our country about the health care enterprise customer satisfaction system research has yet to emerge. Therefore, this study made an exploration, for the first time in the customer satisfaction theory to health care products companies, the health care products to fill gaps in the research of enterprise customer satisfaction. This research not only on the large court and improve its product production company the quality and level of service is operable to supply the customer degree of satisfaction investigation and analysis method. At the same time on the health products industry, other enterprises have certain reference significance.更多还原