顧客滿意影響因素研究——以浙江省移動通信企業(yè)為例.pdf

1、浙江大學(xué)碩士學(xué)位論文顧客滿意影響因素研究——以浙江省移動通信企業(yè)為例姓名：李娟申請學(xué)位級別：碩士專業(yè)：產(chǎn)業(yè)經(jīng)濟(jì)學(xué)指導(dǎo)教師：錢文榮林堅20040401ABSTRAeTAlongwiththegrowSngintensityofcompetitionandthedynamicdevelopmentsinmostindustries，companieshavebeenmoreandmorefocusingontheimportanceofcu

2、stomersatisfaction，MostlybecausethisfactoralwaysbringsconsiderableeconomicbenefitstothemThisimpliesastrongrequirementofanalyzingandresearchingthepreconditionsforcustomerloyaltyandcustomersatisfactionBasedonanalysisofplen

3、tyofformertheoriesaboutcustomersatisfactionandcustomerloyaltywepresentaconceptualmodelofcustomersatisfactionandcustomerloyaltyInordertovalidatethismodel，wedesignedOUrquestionnairetargeting貳mobiletelecomproductsinZhejiang

4、Provinceandgathered140effectivequestionnaireanswers，sowecouldfindsomefactorsandpathwhichhaveeffectoncustomersatisfactionandcustomerloyaltybyanalyzingthesedata翟陀firstpartofthispaperanswersthequestionofwhyshouMweresearch01

5、1customersatisfactionandcustomerloyaltyWealsopointoutthecurrentweekpointsinthisresearchingfield，thuswemakecleartheimportanceofthispaper霹lcsecondpartmainlystudiesplentyofformertheoriesaboutcustomersatisfaction。customerloy

6、altycustomersatisfactionindexmodelsandtheproductionofcustomersatisfactionintelecomindustryThethirdpartactuallydesignstheconceptualmodelThismodelconsistsofsevenessentialfactors：corporationimage，customerexpectations，percei

7、vedqualityperceivedvalue，customersatisfaction，customercomplaintsandcustomerioyattyWealsodesignthespecificindicesforthesesevenfactorsbasedonourinitialinvestigationinthispart確efourthpartismainlyabouttheformalinvestigationa

8、nddemonstrationresearchingWefirstthomughlytestthedescriptivestatisticsofallthesevenmainfactorsofourconceptualmodelusingSPSS10。0againstthegathereddata，andthenwereevaluateandadjustOurconceptualmodeltoamoreoptimizedconceptu