关于顾客满意度指数的若干问题研究

GDP指标在为人们提供衡量经济发展数量的客观手段的同时 ,也逐渐淡化了经济发展是为人类生活更加幸福的初衷。然而人类幸福本身终究是社会进步的驱动因素和终极目的 ,当人们重新审视这一简单的哲学命题的时候 ,再也不能容忍GDP独自垄断经济评价的发言权 ,必须有一个令人信服的声音 ,来评价经济资源的产出质量。顾客满意 (CS .CustomerSatisfaction) ,是指顾客通过对一个产品或服务的感知效果 /结果与其期望值相比较后 ,所形成的愉悦或失望的感觉状态。顾客满意度就是顾客满意水平的量化 ,正是从人作为消费者的角度 ,来衡量产出质量的。…

Some aspects of customer satisfaction index

The customer satisfaction index has great importance in ecomomic life. This article is mainly concerned with following three aspects: the first is the constructon and development of customer satisfaction index model in different countries; the second is the comparation of two kinds of model estimation method; and the third is the sampling plan of customer satisfaction index and corresponding computation of the index. Then the author gives some advice on the construction of China customer satisfaction index.