毕业论文 中国移动呼叫中心满意度调查.docVIP

学校代码：11059 学 号：0431402018 Hefei University 本科毕业论文 BACHELOR DISSERTATION 论文题目：基于模糊综合评价法评价中国移动呼叫中心客户满意度 学位类别：管理学学士 学科专业：信息管理与信息系统 作者姓名：凌巍 导师姓名：章蕾 完成时间：2008-5-20 基于模糊综合评价法的中国移动呼叫中心客户满意度的研究 中文摘要 移动行业的竞争从质量的竞争变成服务水准的竞争服务成为竞争焦点，用户满意成为评估产品和服务的非常重要标准本文呼叫中心的本文有四部分。在第一个部分，本文谈论研究背景、意二个部分，部分是论文的重要部分，第四部分 Based on fuzzy comprehensive evaluation method to evaluate mobile call center customer satisfaction ABSTRACT The modern enterprises competition turns the service level from the quality competition the competition to serve into the competition focal point, the user satisfies into the appraisal product and the service very important standard. Takes to customers gateway, how improves user satisfaction is the question which the call center should face. Takes to customers gateway, how improves user satisfaction is the question which the call center should face. this article key appraisal migration call center customer degree of satisfaction. Using questionnaires form, then uses the fuzzy judgment method appraisal migration call center customer degree of satisfaction to the gain data. This article has four parts. In the first part of this talk about the background, meaning, including the background, the development of the call center, mobile call center features. The second part, talking about customer satisfaction on the significance of customer satisfaction research is outlined in the Commissioner, high customer satisfaction research methods, the last on the customer satisfaction study of existing problems. The third part is an important part of the thesis that mobile call center customer satisfaction index system of the building. Index System, including the construction of the questionnaire design,