CAJ | 학술논문

顾客满意度模型可以定量地衡量产品或服务的质量,可以揭示顾客对产品或服务质量不满的原因,从而引导产品或服务提供方找到质量改进的方法和措施。以成都市地铁1号线运营为研究对象,从其运营的特殊性以及乘客满意度评价的主观心理特征入手,得出影响企业服务水平因素的满意度指标,利用层次分析法建立成都地铁1号线顾客满意度测评模型,对其服务水平和乘客满意度进行分析,旨在为成都地铁提高乘客服务水平的评价提供参考。
고객만의도모형가이정량지형양산품혹복무적질량,가이게시고객대산품혹복무질량불만적원인,종이인도산품혹복무제공방조도질량개진적방법화조시。이성도시지철1호선운영위연구대상,종기운영적특수성이급승객만의도평개적주관심리특정입수,득출영향기업복무수평인소적만의도지표,이용층차분석법건립성도지철1호선고객만의도측평모형,대기복무수평화승객만의도진행분석,지재위성도지철제고승객복무수평적평개제공삼고。
Customer satisfaction model can quantitatively measure the quality of the product or service and can also reveal the product or service quality of customer dissatisfaction factors,thus guiding the producers to find the ways to quality improvement.By taking transportation of No1 subway of Chengdu metro as an example,starting with its characteristics,and using AHP model analysis the factors,affecting the level of service satisfaction index is obtained,in order to afford the reference to enhance the service level.