HD公司顾客满意度测评研究.pdfVIP

摘要 “一般满意”。应用主成分分析法找出影响顾客满意度的相互无关的综合因素， 通过四分图模型对这组综合因素进行识别，找出影响HD 公司顾客满意度的 四个关键因素。针对识别出的影响顾客满意度四个关键因素，给HD 公司提 出相应的改进建议、措施和方案，为提高 HD 公司服务质量，进而提高 HD 公司的竞争力起到了有力的支持。 本次研究通过定性定量相结合的方法对房地产中介机构HD 公司的顾客 满意度进行了实证研究。文章主要内容：第一章引言，介绍了研究背景、内 容和路线；第二章顾客满意度相关理论研究综述，介绍了相关文献研究及评 价；第三章 HD 公司顾客满意度测评指标体系构建，重点探讨了基于 ACSI 模型基础上的HD 公司顾客满意度测评指标体系构建过程；第四章HD 公司 顾客满意度测评，主要关于HD 公司顾客度测评实证研究的过程并得出结论； 第五章总结与展望。希望在关于房地产中介公司进行顾客满意度测评实证研 究领域中能起到抛砖引玉的效果。 关键词 房地产中介行业 顾客满意度 满意度测评 ACSI 模型 层次分析法 关键驱动因素 II 万方数据 Abstract Abstract Since the Chinese Property Market was slowly created in 1993 and later on been confirmed as the main industry of the National Economy of China in 2003, nowadays property investment has already been turned into an unavoidable topic for most of the Economy mode.With the process of this field, property agency is also constituently raising the service quality levels from routinenessless to ordinary by increasing the efficient with more scale operation. We also noticed that during the property marketing developing of these years, every agency firm were focused more on expanding the stores, through that, they tried to reach the best competitive position by increased the scale coverage, but it didn’t really improve the efficiency of the service. The most clients are not buying the way of improving the property circulation efficiency from the agency firm. Is the service satisfied by the clients? How much is the satisfaction