【作者】 李丹；

【导师】 詹文杰；

【作者基本信息】 华中科技大学 ， 工商管理（专业学位）， 2021， 硕士

【摘要】 印刷电路板是组装电子零件用的基板,被誉为“电子系统产品之母”,其产值在整个电子元器件中的比重最高,占四分之一以上。近年来,中国印刷电路板产值增长迅速,已成为全球印刷电路板产值增长最快的国家。数据显示,我国印刷电路板产值由2017年的297.16亿美元增至2020年的352.49亿美元,年均复合增长率达到5.9%,高于全球平均增长水平。在中美贸易战和新冠疫情反复交织背景下,P公司所在的集成线路板行业的竞争更加激烈。因此,提高客户满意度水平,成为P公司在激烈竞争中立于不败之地的根本。本文首先在调查P公司客户满意度现状的基础上,运用SERVQUAL服务质量模型和CRM定律,分析了P公司客户满意度目前存在的问题和影响因素,并构建了其满意度评价指标体系,包括五个一级指标(产品因素、服务体系、技术能力、成本控制、物流体系)以及十七个二级指标。其次,采用层次分析法和Saaty近似算法,将定性问题转化为定量问题,求取了各级指标的权重。最后,通过问卷方式调查了P公司350个客户的满意度情况,对其中的180份有效问卷进行量化分析,从而获得了P公司客户满意度的客观准确评价。研究结论有助于深入剖析P公司经营管理的不足之处,为进一步提供客户满意度水平指明了方向。更多还原

【Abstract】 Printed circuit boards are the substrates for assembling electronic parts,known as the "mother of electronic system products".Their output value accounts for the highest proportion of the entire electronic components,which is more than a quarter.In recent years,the output value of printed circuit boards in China has grown rapidly,and it has become the country with the fastest growth in the output value of printed circuit boards in the world.The data shows that the output value of printed circuit boards in China has increased from US$29.716 billion in 2017 to US$35.249 billion in 2020,with an average annual compound growth rate of 5.9%.It is higher than the global average growth level.In the context of the repeated intertwining of the Sino-US trade war and the outbreak of COVID-19,the competition in the integrated circuit board industry has become more intense,in which P Company is located.Therefore,improving the level of customer satisfaction has been the foundation for P Company to remain invincible in the fierce competition.Firstly,on the basis of investigating the current situation of P company’s customer satisfaction,this paper uses the SERVQUAL service quality model and CRM law to analyze the current problems in its customer satisfaction,and builds a novel satisfaction evaluation index system.It includes five first-level indicators(i.e.,the product factors,the service system,the technical capability,the cost control and the logistics system)and seventeen secondary indicators.Secondly,using AHP and Saaty approximation algorithm,we transform the qualitative problem into the quantitative problem,and get the weight for every indicator in our satisfaction evaluation index system.Finally,the satisfaction of 350 customers of P company is investigated through questionnaires.Then,180 valid questionnaires are quantitatively analyzed to obtain an objective and accurate evaluation of customer satisfaction of P company.The research conclusion is helpful to deeply analyze the insufficiency of P company’s management,and points out the direction for further providing the level of customer satisfaction.更多还原