{"title":"7. 顾客满意度分析","authors":"M. Sartor","doi":"10.1108/978-1-78769-801-720191007","DOIUrl":null,"url":null,"abstract":"Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation. \n \nCustomer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals. \n \nThis chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.","PeriodicalId":20993,"journal":{"name":"Quality Management: Tools, Methods, and Standards","volume":"103 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2019-05-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"7. Customer Satisfaction Analyses\",\"authors\":\"M. Sartor\",\"doi\":\"10.1108/978-1-78769-801-720191007\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation. \\n \\nCustomer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals. \\n \\nThis chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.\",\"PeriodicalId\":20993,\"journal\":{\"name\":\"Quality Management: Tools, Methods, and Standards\",\"volume\":\"103 1\",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-05-09\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Quality Management: Tools, Methods, and Standards\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1108/978-1-78769-801-720191007\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Quality Management: Tools, Methods, and Standards","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/978-1-78769-801-720191007","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals.
This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.
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