题目:数码产品的顾客满意度测评—以MP4产品为例院系名称：专业班级：学生姓名：学号：指导教师：教师职称：2摘要近些年来，随着科技的飞速发展。数码产品已经开始渗透到人们的生活和工作中去，人们对数码产品的依赖性也越来越大。据有关资料统计，2006年到2008年，MP4市场的增长速度将保持在200%以上，并有望在2008年达到100亿元。在这样的大背景下，对MP4市场的顾客满意度测评也就显得很有必要了。本文从目前国内研究现状出发，对顾客满意度的基本概念做了界定，指出了顾客满意度测评的重要性。为随后自己的研究奠定了基础。通过了解顾客对数码产品期望的程度和现实中对自己所用产品的满意度，分析数码行业顾客满意度的现状，把握和预测其未来的发展趋势，提出适合数码行业发展的顾客满意测评报告，使企业认识到顾客满意度的重要性。通过本文的研究，得到以下结论:MP4是更新换代很快的产品，为了达到顾客的需求，需要在了解顾客购买意愿的基础上不断的更新自己的产品，开发出漂亮的产品外观、延长播放时间、提高MP4播放的清晰度，不断完善产品功能。数码产品将会是一个很大的电子消费市场，把握好数码产品未来的发展趋势，以顾客满意为服务理念，制定适合自己企业发展的运作模式。关键词：顾客满意度测评指标变量数码MP4ITitleThecustomersatisfactionsurveyofDigitalproducts-----TaketheexampleofMP4AbstractInrecentyears,asthetechnologydevelopment.Digitalproductshasbeguntopenetrateintopeople'slifeandwork,andpeople'sdependenceondigitalproductsisalsoincreasing.Accordingtorelevantstatistics,from2006to2008,MP4marketwillmaintainagrowthrateof200percentormore,itisexpectedtoreach10billionyuanin2008.Insuchacontext,thecustomersatisfactionsurveyofDigitalproductsisverynecessary.Thisarticlefromthecurrentstatusofdomesticresearch,doadefinedtothebasicconceptofcustomersatisfaction,andpointedouttheimportanceofcustomersatisfactionsurvey.Tolaythefoundationformyownresearch.TocomprehendCustomer’sexpectationsontheextentofdigitalproductsandthesatisfactionofProductswhichusedanalysiscustomersatisfactionstatusofDigitalindustry,graspandforecastthedevelopmenttrendofthefuture,rendercustomersatisfactionsurveyreportwhichsuitableforthedigitalindustry。Itmakeenterprisesrecognizetheimportanceofcustomersatisfaction.Throughthisresearch,receivedthefollowingconclusions:MP4istheproductwhichupdatesverysoon,tomeetcustomerneeds,needtoupdateenterprise’sproductsonthebasisofknowyourcustomer‘sbuyingpleasure,developeabeautifulproductappearance,extensionthebroadcastingtime,improvetheclarityofMP4,constantlyimprovetheproductfeatures.Digitalproductswillbeaverybigconsumerelectronicsmarket.Graspthefutureofdigitalproducts’developmenttrends,putdowncustomersatisfactionastheserviceconcept,drawthemodeofoperationtosuittheirownbusinessdevelopment.IIKeywordscustomersatisfactionsurveyVariableindicatorsdigitalMP4目次1引言............................................................................................................................11.1选题背景................................................................................................................11.2研究的目的和意义................................................................................................11.3文献综述................................................................................................................21.4研究的内容和方法................................................................................................42顾客满意度的相关概念和模型................................................................................52.1顾客...
