顾客满意度测评.pptVIP

Management Science and Engineering 韩娟，贾耀洋，王燕妮，诸葛丹，齐科 ; Content 目录;Part 1;The importance of customer satisfaction;Swedish Customer Satisfaction Index model (SCSI);1.1 Introduction of CSI 顾客满意度指标介绍;1.2 Introduction of evaluation method 顾客满意度评估方法介绍;PCA is a statistical method which changes a plurality of indicators into few comprehensive indexes, and keeps much information of original index.;Determine the target of investigation;2. Introduction part 案例部分;2.1 Case introduction 案例介绍及本案例目的;2.2 Factors chose 指标选取;2.3 Data collection——questionnaire 样本数据采集——问卷;2.3 Data collection——questionnaire 样本数据采集——问卷;2.4 Process of PCA 主成分分析过程; ;Two graphical tools are used for checking adequacy of PCA results. One is scree plot，another is score plot.;The analysis was done using Microsoft Windows-based MINITAB–13 package. ;To check the adequacy, scree plot and score plot were obtained from the package. The scree plot (given in Figure 1) shows the decreasing pattern and the first component explains the highest proportion in variance. The score plot shows (given in Figure 2) randomness, which is an indication of lack of correlation.;2.6 Results 结果;2.6 Results 结果;2.7 Implementation CSI的应用;Gains 收获; References 参考文献及课本;Management Science and Engineering 韩娟，贾耀洋，王燕妮，诸葛丹，齐科