《基于客户忠诚度的客户感知服务质量管理研究》-毕业论文设计.docVIP

PAGE PAGE 13 题 目:基于客户忠诚度的客户感知服务质量管理研究 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 摘 要 随着国内经济的快速发展和生活水平的提高，使得一些具有战略意识的服务企业开始重视服务所带来的经济效益，即使是传统的产品生产商必须提供受客户欢迎的服务，以满足客户的需求。然而，服务经济时代的客户需求在不断变化和发展，对服务质量的追求也在不断的提高，在这一动态的过程中，怎样保持服务质量让客户满意，这是企业在为客户服务中必须考虑的问题。 本文在客户忠诚度的基础上研究客户忠诚度与服务质量管理的关系，探讨客户忠诚与服务质量的深层联系，通过分析客户忠诚的价值构成，指出客户忠诚有助于提高客户感知服务质量。另一方面，本文建立图表进行分析促成客户忠诚的途径，并在此基础上分析了影响这些途径的因素，目的是最终达成客户忠诚的结果。 本文通过对客户感知服务质量的深入研究，结合客户感知服务质量的驱动模型，得出在客户忠诚度的基础上，要想提高客户感知服务质量必须从影响客户忠诚的源泉出发，即客户经历的服务质量和客户预期的服务质量。本文期望从服务质量的内涵和特征出发，通过探讨在客户忠诚基础上与客户感知服务质量的关系，提出以客户忠诚为导向的提高客户感知服务质量的综合思路。 关键词： 服务质量 客户满意度 客户忠诚度 Title Quality management research of customer perceived based on customer loyalty Abstract With the rapid economic development and improving the living standard, many service enterprises with a strategic awareness have realized the economic profit that the service to satisfy the customer’ need .However, the customers’ need in the Service Economy Age is increasing constantly , and the pursuit of better service quality is also unceasingly advancing. In this dynamic process, it is an inequitable problem for the enterprises to consider how to achieve customer satisfaction by sustaining the service quality in customer services. In this paper, customer loyalty based on the study of customer loyalty and service quality management of the relationship between customer loyalty and service to explore the quality of the deep links through the analysis of the value of customer loyalty constitutes that customer loyalty will help increase customer perceived service quality. On the other hand, this paper creates a chart to analyze ways to promote customer loyalty, and on this basis an analysis of the factors affecting these ways, the ultimate aim is to achieve customer loyalty results，and an enterprise acquire a special competition advantage, and a long-term development by