基于cpv的顾客满意机理及评价体系研究-产业经济学专业论文.docxVIP

硕士论文 硕士论文 基于CPV的顾客满意机理及评价体系研究 g占31 772 摘要 本文着重研究基于顾客感知价值的顾客满意机理及评价体系。在回顾国内外顾 客满意理论与实践发展的基础上，界定了顾客满意与其密切相关的概念，如顾客忠 诚、顾客期望、顾客资产和质量等之间的关系。在着重分析顾客感知价值的驱动要 素及特性的基础上，从顾客感知价值的角度研究了顾客满意的机理及概念模型，确 立了顾客满意在“遭遇”水平和总体水平层面上在众多相关概念中的地位和作用。 在顾客感知价值大框架内析取初步指标，运用市场研究、统计技术和层次分析法等 手段，调整确定顾客满意评价指标；建立了有效的顾客信息反馈机制，在顾客满意 调查中介绍并选用了许多先进的量表技术；系统地整合了顾客满意评价模型和方法， 为企业进一步战略绩效改进，以及为最终顾客感知价值的提升提供了有益的分析工 具及框架。 关键词： 顾客满意 顾客感知价值 感知服务质量 顾客忠诚 硕士论文 硕士论文 基于CRY的顾客满意机理及评价体系研究 ABSTRAOT ThiS themS studies on Customer Satisfaction mechanism and measurement system based 0／]Customer Perceived Value with emphasis．Having reviewed the CS literature model and real ity experience at home and abroad．it defines more relatlye concepts of CS，such as Customer galI／e．Customer LoyaI ty， Customer Expectation，Customer Assets and Quality．It studies the drivers and the characters of CPV，founds the CS mechani sm and conceptual model from Customer Perceived Value perspective，and establishes the position of customer satisfaction between several concepts at encounter level and overall level．This thesis not only extracts and adjusts customer satisfaction indicators under the framework of customer perceived value，but alSO provides an effective customer information feedback and tracking system to know about Customer’requirements．It analyzes the customer satisfaction measurement models or toolS systemically in order to provide a useful tool and analysis framework to gain strategic performance improvement， and to enhance customer perceived value ultimately for service enterprise． Keywords：Customer Satisfaction，Customer Perceived Value，Perceived Service Quality，Customer Loyalty Ⅱ 硕士论文 硕士论文 基于CPV的顾客满意机理及评价体系研究 注释表 Customer Perceived Value(CPV)：顾客感知价值 Customer Satisfaction(CS)：顾客满意 Customer Loyalty(cL)：顾客忠诚 Customer Expectation：顾客期望 Customer Delivered Value(CDV)：顾客让渡价值 Customer Expected Value(CEV)：顾客期望价值 Customer Assets：顾客资产 Customer Behavior Intentions顾客行为意向 Customer satisfaction indicators(CSI)：顾客满