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《顧客滿意度提升策略研究（畢業(yè)論文）》由會(huì)員上傳分享，免費(fèi)在線閱讀，更多相關(guān)內(nèi)容在工程資料-天天文庫(kù)。
1、院系名稱：專業(yè)班級(jí)：學(xué)生姓名：學(xué)號(hào)：指導(dǎo)教師：教師職稱：隨著中國(guó)市場(chǎng)競(jìng)爭(zhēng)的口趨門熱化，企業(yè)間的較量已開(kāi)始從產(chǎn)品的競(jìng)爭(zhēng)轉(zhuǎn)向顧客資源的競(jìng)爭(zhēng)，顧客資源正在逐漸取代產(chǎn)品技術(shù)本身，成為企業(yè)最為重耍的資源。關(guān)注顧客、研究顧客、探討“如何使顧客滿意”已經(jīng)成為現(xiàn)代企業(yè)取得競(jìng)爭(zhēng)優(yōu)勢(shì)不可或缺的要素。我國(guó)企業(yè)在顧客滿意度的建立，結(jié)果并不令人滿意。如何提高顧客滿意度，樹(shù)立產(chǎn)品和服務(wù)在顧客心ri小的形象，不斷的吸引更多的客戶，為企業(yè)贏得更多的利潤(rùn)是經(jīng)營(yíng)者而對(duì)的一個(gè)重大課題。本文的主耍內(nèi)容包括：從目前的研究現(xiàn)狀出發(fā)，對(duì)顧客滿意和顧客滿意度進(jìn)行界定，
2、接著在文獻(xiàn)綜述的基礎(chǔ)上建立顧客滿意度模型，并確定顧客滿意度影響因素，其中包含顧客感知質(zhì)量，顧客感知價(jià)值，顧客抱怨。并根據(jù)影響因索的基礎(chǔ)上提岀基于顧客滿意度的提升策略。本文的研究成果，對(duì)于顧客滿意度的提高分為兩種不同的策略，一種是針對(duì)處于不滿意狀態(tài)的顧客，耍正確對(duì)待顧客不滿，堅(jiān)持顧客至上的理念，建立顧客反饋信息平臺(tái)，處于滿意的顧客要保持良好的溝通和加強(qiáng)情感作用，提高核心產(chǎn)品價(jià)值。關(guān)鍵詞：顧客滿意顧客滿意度滿意度狀態(tài)TitlestrategiestoenhancecustomersatisfactionAbstractWit
3、hChina'sincreasinglyheatedmarketcompetition,enterpriseshavebegunatrialofstrengthbetweenthecompetitivenessoftheproductshiftfromcustomerresources,customerresources,isgraduallyreplacedbytechnologyitself,becomethemostimportantresources-Attentiontocustomers,customerre
4、searchtoexplorethenhowtomakecustomersatisfactionnhasbecomeamodementeiprisemadeanessentialelementofcompetitiveadvantage?China'senterprisesintheestablishmentofcustomersatisfaction,theresultsarenotsatisfactory.Howtoimprovecustomersatisfaction,productsandservicestoes
5、tablishtheimageofthecustomer,andconstantlytoattractmorecustomers,inordertowinmorebusinessoperator'sprofitisamajorissuefacedby.Themaincontentsofthispaperinclude:thestatusquofromthecurrentstudy,thesatisfactionofcustomersatisfactionandtodefine,andthenintheliterature
6、reviewbasedonmodelofcustomersatisfaction,customersatisfactionandtodeterminetheimpactoffactors,includingcustomerperceivedquality,customerperceivedvalue,customercomplained.Impactfactorsbasedonthebasisofimprovementbasedoncustomersatisfactionstrategy.Inthispaper,ther
7、esultsofresearchfortheimprovementofcustomersatisfactionisdividedintotwodifferentstrategies,oneisnotsatisfiedwiththestatusforcustomersin,itisnecessarytocorrectlydealwithunhappycustomers,adheretotheconceptofcustomerfirst,theestablishmentofaninformationplatformforcu
8、stomerfeedback,satisfactionincustomerstomaintaingoodcommunicationandstrengtheningtheroleofemotions,thevalueofcoreproductsimproved.KeywordsCustomerSatisfactionC
