【作者】 刘婷婷；

【导师】 白寅；

【作者基本信息】 天津大学 ， 工商管理， 2019， 硕士

【摘要】 液体石化仓储行业是典型的第三方服务行业,在行业竞争激烈的背景下,因此对石化仓储企业的客户满意度进行研究,来评价当前石化仓储企业的服务现状,并依此找到改进客户服务质量的方法,为行业及企业的进一步发展提供相关的理论及经验支持,是具有一定的理论和现实意义的。本文首先介绍了我国当前液体石化仓储企业的运营现状,并分析了其在操作运营中存在的问题;其次,以美国顾客满意度测评模型为原型,结合液体石化仓储企业的特点,构建了液体石化仓储企业的顾客满意度测评模型,并引入了品牌形象这一满意度影响要素;再次,选取某品牌液体石化仓储企业作为研究对象,设计适当的调查问卷对其客户进行问卷调查,通过结构方程模型对问卷调查结果运算整理,得出各测评要素对顾客满意度的作用程度及评分;最后,运用满意度-影响力矩阵对运算结果进行分析,给出液体石化仓储企业及行业顾客满意度改进的对策和建议。更多还原

【Abstract】 The Liquid Petrochemical storage industry is a typical third-party service industry.Therefore,with fierce industry competition,the customer satisfaction of petrochemical storage enterprises is studied to evaluate the current service status of petrochemical storage enterprises,and to find ways to improve customer service accordingly.There is certain theoretical and practical significance for the further development of enterprises and industry as it provides theoretical and technical support.This thesis firstly introduces the current operation status of liquid petrochemical storage enterprises in China,and analyzes the problems existing in the operation.Secondly,based on American customer satisfaction index model combining with the characteristics of liquid petrochemical storage enterprises,the customer satisfaction evaluation model is constructed which includes brand image as an important factor.Furthermore,several liquid petrochemical storage enterprises under one brand group were selected as the research sample.An appropriate questionnaire is designed to conduct survey on its customers and the data from survey is calculated and analyzed by structural equation model for finding out how does each factor affects customer satisfaction.Finally,the satisfaction-impact matrix is used to analyze the calculation results and the recommendation is given to the liquid petrochemical storage enterprises regarding industry customer satisfaction improvement.更多还原