【作者】 李洁晶； 孔锐；

【Author】 Li Jiejing Kong Rui (China University of Geosciences (Beijing),Graduate School,Postcode:100083)

【机构】 中国地质大学(北京)研究生院；

【摘要】 寻求顾客满意和提供优质服务已成为现代企业的竞争焦点和走向成功的关键因素。本文针对零售业中存在的服务失误,采用模糊判断方法和概率转移矩阵工具,将ACSI模型加以引申构建了顾客满意度测度分析体系,从而能更加深入和精确地考察顾客满意度,并结合零售业特点应用模型,提出了减少服务失误的一系列切实可行的方法,对零售业改进服务质量、赢得顾客满意具有借鉴意义。更多还原

【Abstract】 Seeking customer satisfaction and providing quality services have become a focus of the modern enterprise competition and a key factor to success. In this paper, using fuzzy judgment methods and probability transfer matrix tools, we constructed Customer Satisfaction Measurement Analysis System based on the extended ACSI model, which can be more accurate and in-depth study of customer satisfaction when solving the errors that exist in services of retail enterprises. Combining with retail characteristics, we applied this model and proposed a series of suggestions to reduce service mistakes in practical ways, which can be helpful for the retail industry to improve their service quality and win more customer satisfaction.更多还原