| 中国顾客满意度指数体系的构建 |
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| 引用本文： | 金勇进,王华.中国顾客满意度指数体系的构建[J].统计与信息论坛,2005,20(2):5-9. |
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| 作者姓名： | 金勇进 王华 |
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| 作者单位： | 中国人民大学,统计学院,北京,100872 |
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| 摘 要： | 文章论述了构建中国顾客满意度指数体系(CCSI)的必要性,对构建过程中的关键问题进行了探讨,具体包括指数体系层次的设定、各层次中测评范围的确定、低层次指数向高层次指数综合的具体方法以及综合加权指标的选取,最后对CCSI构建的组织实施加以展望。
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| 关 键 词： | 顾客满意度 指数体系 加权指标 |
| 文章编号： | 1007-3116(2005)02-0005-05 |
| 修稿时间： | 2004年12月21 |
Constructing the China Customer Satisfaction Indices System |
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| JIN Yong-jin,WANG Hua.Constructing the China Customer Satisfaction Indices System[J].Statistics & Information Tribune,2005,20(2):5-9. |
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| Authors: | JIN Yong-jin WANG Hua |
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| Abstract: | It is necessary for China to construct Customer Satisfaction Indices system in national level as well as in industrial level. The paper probes into forming several rules constructing the Chinese Customer (Satisfaction) Indices (CCSI) system, determining the six levels of CCSI and compounding methods in every (level.) Finally, relevant weighting compounding variables have been determined. |
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| Keywords: | CCSI Indices system Weighting compounding variables |
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