春风摩托顾客满意度测评工商管理专业论文.docxVIP

摘 摘 要 随着市场竞争的日益加剧，摩托车行业正处在产业发展的徘徊 期，各个企业都在积极探索企业生存和发展之路，在激烈的市场竞争 环境下，春风控股集团把目光放到了顾客身上，引入“顾客满意”理念， 推行以市场为导向，以顾客满意为目标，实行产品差异化的企业经营 战略，积极开展顾客满意度调查，把顾客需求放在首要位置上，改善 和提高顾客满意水平，提高品牌知名度，做优质产品，提供满意服务， 进一步在顾客中形成良好的口碑效应，扩大市场占有率，从而增加产 品收入和利润。正是基于此战略变革，企业把开展顾客满意度测评提 到了战略计划之中，把评价结果作为衡量企业经营绩效水平的一项重 要的非经济指标。 本篇论文旨在综合测评春风摩托的顾客满意水平，在产品性能和 服务能力两方面都进行了深入研究，基于测评结果提出了解决问题和 提高顾客满意度的管理措施。 关键词春风摩托，顾客满意，顾客满意度调查，顾客满意度测 评 ABSTRACTWith ABSTRACT With the competing increasingly of the market，the motorcycle industry has just been on the prowl period in the industry development procession．Each of business enterprises all aggressively investigate the business enterprise existence and the road of the development，under the market competition environment of the vehemence，the Chun Feng Group leads the vision to the customer body，into”customer satisfaction” principle，promoting to take market as the direction，taking the customer satisfaction as the target，practices the product difference turning of the business enterprise management strategy，actively opens the satisfaction research，putting the customer need on the initial position，to improve the customer satisfied level，the exaltation brand popularity，to do the high-quality product，to provide the satisfied service．Which in further will take the good public effect in the customer，and the extension market share，thus increasing the product income and profits。Changeing according to this strategy exactly，for business enterprise to measure and evaluate the customer satisfaction，and to speak of the strategy plan in． As all important not economic index signs that the evaluation result conducts and acts the measurement to the business enterprise management results level． This thesis aim is synthesizing the customer satisfaction level of the measurement and the evaluation Chun Feng motor produc据，all carrying on the thorough research in the product function and the service ability both sides，according the evaluation result to put the management measurement of the c