江西省建设银行顾客满意度测评-应用统计学专业论文.docxVIP

万方数据 万方数据 目 录 1 绪论 ···························································································································· 1 1.1 研究背景和研究意义······················································································· 1 1.1.1 研究背景 ································································································ 1 1.1.2 研究意义 ································································································ 2 1.1.3 创新和不足····························································································· 3 1.2 顾客满意度的研究现状··················································································· 3 1.2.1 关于顾客满意度的內涵 ········································································· 3 1.2.2 关于顾客满意度的影响因素 ································································· 4 1.2.3 关于顾客满意度的作用 ········································································· 4 1.2.4 关于顾客满意度的测评方法 ································································· 5 1.3 本文研究的内容和技术路线 ··········································································· 5 2 顾客满意度测评指标体系的构建与测评模型的选择·············································· 7 2.1 顾客满意度的影响因素··················································································· 7 2.2 顾客满意度测评指标体系的构建 ··································································· 7 2.2.1 指标体系建立的原则 ············································································· 7 2.2.2 指标体系的构建····················································································· 8 2.3 顾客满意度测评模型的选择 ··········································································· 9 3 江西建设银行顾客满意度调研方案 ······································································· 12 3.1 调查对象与调查目的····················································································· 12 3.1.1 调查对象 ···························································