如何做顾客满意度调查.pptVIP

Chapter 6. Service Quality 如何做顧客滿意度調查 1. 衡量：不滿意，滿意，非常滿意…… Customer Satisfaction Index (CSI), SERVQUAL, CSI, SSI (J. D. Power) 2. 後果：顧客忠誠 3. 前因：服務績效，成本績效，關係績效 Learning Objectives 1. Measuring service quality: five dimensions 2. Diagnose quality problems: service quality gap model 3. Service design methods: Taguchi, Poka-Yoke, House of quality 4. Achieving service quality: cost of quality, statistical process control, unconditional service guarantees 5. Service recovery 1. Dimensions of Service Quality (1) Reliability: Perform promised service dependably and accurately. ex