成都大学学报:自然科学版
成都大學學報:自然科學版
성도대학학보:자연과학판
Journal of Chengdu University (Natural Science)
2012年
1期
95-98
,共4页
罗洪群%明阳%李棋%王凤
囉洪群%明暘%李棋%王鳳
라홍군%명양%리기%왕봉
加气站%顾客满意度%相关系数%权数%象限图
加氣站%顧客滿意度%相關繫數%權數%象限圖
가기참%고객만의도%상관계수%권수%상한도
gas station%customers' satisfaction%correlation coemcient%weight number%quadrantal diagram
在用加权算术平均法对顾客满意度进行测评时,其权数一般是采用经验判断法来确定.以加气站顾客满意度测评为例,为了排除主观因素的影响,使测评结果更加科学、客观,提出了用相关系数作权数来测评顾客满意度的方法,同时,还提出了根据相关系数和顾客对各因素满意度的评价数据来绘制满意度象限图,以此判断顾客满意状况,以便有针对性地提出提升顾客满意度的措施,为顾客满意度的测评及满意度的提升提供参考.
在用加權算術平均法對顧客滿意度進行測評時,其權數一般是採用經驗判斷法來確定.以加氣站顧客滿意度測評為例,為瞭排除主觀因素的影響,使測評結果更加科學、客觀,提齣瞭用相關繫數作權數來測評顧客滿意度的方法,同時,還提齣瞭根據相關繫數和顧客對各因素滿意度的評價數據來繪製滿意度象限圖,以此判斷顧客滿意狀況,以便有針對性地提齣提升顧客滿意度的措施,為顧客滿意度的測評及滿意度的提升提供參攷.
재용가권산술평균법대고객만의도진행측평시,기권수일반시채용경험판단법래학정.이가기참고객만의도측평위례,위료배제주관인소적영향,사측평결과경가과학、객관,제출료용상관계수작권수래측평고객만의도적방법,동시,환제출료근거상관계수화고객대각인소만의도적평개수거래회제만의도상한도,이차판단고객만의상황,이편유침대성지제출제승고객만의도적조시,위고객만의도적측평급만의도적제승제공삼고.
Weight number is often determined by experience judgment method when the weighted arithmetic average is used to evaluate customers' satisfaction. Taking the satisfaction evaluation of gas stations custom- ers as a case, in order to exclude the impact of subjective factors and make the evaluation results more sci- entific, objective, a method in which correlation coefficient was used as weight number was propose. Simul- taneously, satisfaction quadrantal diagram was protracted according to the correlation coefficient and evalu- ation data of customers' satisfaction on different factors, so as to estimate customers' satisfaction and put forward measures improving the satisfaction, which provides references for satisfaction evaluation of custom- ers as well as improving measures of customers' satisfaction.