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2008年07 期
| 標(biāo)題 |
| 基于灰色關(guān)聯(lián)分析法評價客戶對物流企業(yè)的滿意度(30 卷) |
| 英文標(biāo)題 |
| Evaluating the Client’s Satisfaction Degree on Logistics Enterprises Based on Grey Correlation Analysis |
| 摘要 |
| 客戶滿意度是衡量物流企業(yè)服務(wù)質(zhì)量的重要標(biāo)準(zhǔn)，利用灰色系統(tǒng)對物流客戶滿意度進(jìn)行分析，可提高結(jié)果的信度和效度。根據(jù)客戶滿意度評價指標(biāo)的基本原則，選擇企業(yè)形象、服務(wù)質(zhì)量、服務(wù)價格、客戶抱怨和客戶忠誠5個影響因素，并將評價指標(biāo)體系分為 4 個層次。在調(diào)查問卷的基礎(chǔ)上 |
| 作者 |
| 新聞作者:安 娜，張展杰 |
| 關(guān)鍵字 |
