客户满意度与绩效相互作用的研究
目 录
引言 1
（一）研究背景及研究目的和意义1
1. 1研究背景1
1.2国内外文献综述2
1.3研究的目的3
1.4.研究的意义 3
1.5研究的框架3
1.6研究的方法和步骤4
1.7小结4
（二）相关概念的界定4
2.1客户满意理论的研究4
2.1.1客户满意度的概念5
2.1.2客户满意度研究的由来与发展历程5
2.1.3客户满意度研究的现状5
2.1.4客户满意度研究现存在的不足6
2.1.5客户满意度的影响因素6
2.1.6客户满意度指数模型7
2.2.企业绩效理论的研究8
2.2.1企业绩效的概念8
2.2.2企业绩效的的评价指标8
2.2.3企业绩效的影响因素9
2.3客户忠诚的理论研究9
2.3.1客户忠诚与客户满意度的关系研究9
2.3.2客户忠诚与企业绩效的关系研究10
客户满意度与企业绩效关系的理论分析10
3.1 客户满意度与企业绩效关系的理论综述10
3.1.1客户满意度与绩效相互关系的理论综述10
3.1.2客户满意度与企业绩效的评价体系10
3.1.3客户满意度与绩效相互关系的理论假设构思10
3.3问卷调查设计10
3.3.1问卷调查的目的10
3.3.2问卷调查的范围界定11
3.3.3问卷调查对象的界定11
3.3.4问卷发放的方法方式的说明11
3.4问卷调查的统计分析11
3.4.1分析方法11
3.4.2样本描述11
3.4.3数据分析11
3.5小结11
结论及建议11
4.1研究结论11
4.2研究建议12
附录：客户满意度与企业绩效调查问卷13
参考文献16
致
*好棒文|www.hbsrm.com +Q: ^351916072*
方式的说明11
3.4问卷调查的统计分析11
3.4.1分析方法11
3.4.2样本描述11
3.4.3数据分析11
3.5小结11
结论及建议11
4.1研究结论11
4.2研究建议12
附录：客户满意度与企业绩效调查问卷13
参考文献16
致谢17
ABSTRACT
With the advent of the era of information technology and the rapid development of Internet, the basis of the traditional artificial service gradually through the Internet online customer service transformation, so online services as a pilot, strategic, industry development is more and more quickly. Page between the same industry is facing web service technology development, market environment change, a series of related problems, the difficulty of market development itself as well as the enterprise development faces severe challenges. On the premise of this a series of problems, the development of the enterprise itself, on the premise of guarantee is not eliminated by the information age, improve customer service level, enhance customer satisfaction, in order to improve the business performance for the purpose, in guarantee the quality of enterprise products and technology under the condition of relative progress, enhance the competitive power of enterprises, strengthen enterprise in the industry based on the market, make the enterprise in the industry leading position in the competition, is the key to the development of enterprises. In this information age, the key to enterprise development is how to improve customer satisfaction, in order to achieve the enhancement purpose to the enterprise performance.
A necessary condition for enterprise survival is profit, profit is the premise of live customer satisfaction to get customer recognition, to develop the economic benefits of enterprises. In an increasingly normative market environment, enterprises in order to attract customers, retain customers, recognised by the customer, satisfy the customer can rest assured consumption, companies try to use the existing advantages of the Internet, and improve the level of business services and professional employees, retain customers have had for the key to the development of the enterprise. At present, serving as the main marketing companies are trying to use customer satisfaction management way. Acade
引言 1
（一）研究背景及研究目的和意义1
1. 1研究背景1
1.2国内外文献综述2
1.3研究的目的3
1.4.研究的意义 3
1.5研究的框架3
1.6研究的方法和步骤4
1.7小结4
（二）相关概念的界定4
2.1客户满意理论的研究4
2.1.1客户满意度的概念5
2.1.2客户满意度研究的由来与发展历程5
2.1.3客户满意度研究的现状5
2.1.4客户满意度研究现存在的不足6
2.1.5客户满意度的影响因素6
2.1.6客户满意度指数模型7
2.2.企业绩效理论的研究8
2.2.1企业绩效的概念8
2.2.2企业绩效的的评价指标8
2.2.3企业绩效的影响因素9
2.3客户忠诚的理论研究9
2.3.1客户忠诚与客户满意度的关系研究9
2.3.2客户忠诚与企业绩效的关系研究10
客户满意度与企业绩效关系的理论分析10
3.1 客户满意度与企业绩效关系的理论综述10
3.1.1客户满意度与绩效相互关系的理论综述10
3.1.2客户满意度与企业绩效的评价体系10
3.1.3客户满意度与绩效相互关系的理论假设构思10
3.3问卷调查设计10
3.3.1问卷调查的目的10
3.3.2问卷调查的范围界定11
3.3.3问卷调查对象的界定11
3.3.4问卷发放的方法方式的说明11
3.4问卷调查的统计分析11
3.4.1分析方法11
3.4.2样本描述11
3.4.3数据分析11
3.5小结11
结论及建议11
4.1研究结论11
4.2研究建议12
附录：客户满意度与企业绩效调查问卷13
参考文献16
致
*好棒文|www.hbsrm.com +Q: ^351916072*
方式的说明11
3.4问卷调查的统计分析11
3.4.1分析方法11
3.4.2样本描述11
3.4.3数据分析11
3.5小结11
结论及建议11
4.1研究结论11
4.2研究建议12
附录：客户满意度与企业绩效调查问卷13
参考文献16
致谢17
ABSTRACT
With the advent of the era of information technology and the rapid development of Internet, the basis of the traditional artificial service gradually through the Internet online customer service transformation, so online services as a pilot, strategic, industry development is more and more quickly. Page between the same industry is facing web service technology development, market environment change, a series of related problems, the difficulty of market development itself as well as the enterprise development faces severe challenges. On the premise of this a series of problems, the development of the enterprise itself, on the premise of guarantee is not eliminated by the information age, improve customer service level, enhance customer satisfaction, in order to improve the business performance for the purpose, in guarantee the quality of enterprise products and technology under the condition of relative progress, enhance the competitive power of enterprises, strengthen enterprise in the industry based on the market, make the enterprise in the industry leading position in the competition, is the key to the development of enterprises. In this information age, the key to enterprise development is how to improve customer satisfaction, in order to achieve the enhancement purpose to the enterprise performance.
A necessary condition for enterprise survival is profit, profit is the premise of live customer satisfaction to get customer recognition, to develop the economic benefits of enterprises. In an increasingly normative market environment, enterprises in order to attract customers, retain customers, recognised by the customer, satisfy the customer can rest assured consumption, companies try to use the existing advantages of the Internet, and improve the level of business services and professional employees, retain customers have had for the key to the development of the enterprise. At present, serving as the main marketing companies are trying to use customer satisfaction management way. Acade
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