软件项目的管理系统结课论文.doc

实用标准文案 PAGE 精彩文档 实用标准文案 精彩文档 顾客满意度的评估和管理 班 级： 信息管理与信息系统1班 学 号： 0900340129 姓 名： 杨光 专 业： 信息管理与信息系统 指导 老师： 王海舰 2012年 6 月 1日 实用标准文案 摘要 以项目为基础的组织十分重视顾客满意度和权利。顾客满意度除了改善组织的市场名誉、重复订单和利润外，对改善组织的内部过程也是很关键的。顾客满意度评分（Customer Satisfaction Ratings, CSR）通常可以通过调查问卷（顾客满意度调查CSS）得到，但是，顾客在填写满意度调查问卷时容易受情绪的影响（相比自己不喜欢的人，人们倾向于给自己所喜欢的人的服务更高的评分），此外，通常顾客的组织里只有一个人会填写CSS，我们希望咨询所有相关人员，因而通过CSS得到的结果是感性的，不能单独依靠感性评价，顾客不仅仅是一个人，每个人都会受到影响。我们也知道了解顾客对交付软件满意度的真实程度是重要的，因此需要在内部数据的基础上通过一定方式精确计算顾客满意度评分（Composite Customer Satisfaction Rating，CCSR）综合运用CSS与CCSR，对组织具有重要意义。 关键词：顾客满意度 顾客满意度调查CSS 顾客满意度评分（Composite Customer Satisfaction Rating，CCSR） Abstract To project based organization attached great importance to the customer satisfaction and rights. Customer satisfaction in addition to improve tissue market reputation, repeat order and the profits, to improve the internal process of the organization also is very important. Customer Satisfaction score (Customer Satisfaction Ratings, CSR) can usually through the questionnaire (Customer Satisfaction investigation CSS) to get, but, the Customer Satisfaction investigation questionnaire in filling out easily when emotions influence (compared with people you dont like, people tend to give yourself like service higher rating), in addition, usually in the organization of customers only one will fill in CSS, we hope consulting all related personnel, and the results obtained by with CSS is sensible, cant depending solely on perceptual evaluation, the Customer is not only a person, everyone will be affected. We also know that know the customers to deliver software Satisfaction the true extent of is important, and so we need to internal based on the data of the way through certain precise calculation of Customer Satisfaction score (Com