杭州万隆光电设备有限公司顾客满意度研究摘要：21世纪的竞争是服务竞争，是基于顾客满意的服务竞争，任何企业都不能忽视服务浪潮的冲击。企业的流程始于顾客的需要，终于顾客的满意。从根本上说，企业存在的目的就是满足顾客的需要；从竞争的意义上讲，让顾客满意，是现代企业迎接挑战，锐意进取的基础和前提。谁了解顾客的期望，及时掌握顾客的满意程度，以最有效的途径满足和超越顾客期望，获得顾客忠诚，谁就会立于不败之地。本文在顾客满意相关理论的基础上，对杭州万隆光电设备有限公司顾客满意度进行了研究，指出了公司目前存在的主要问题，并确定测评方法和构建了公司顾客满意度测评指标体系，运用层次分析法对杭州万隆光电设备有限公司顾客满意度进行了测评分析，提出了进一步改善公司顾客满意度的对策与具体改进措施，以期不断增强其综合竞争力。关键词：顾客满意度；测评指标体系；层次分析法；改善对策HangzhouPrevailOptoelectronicEquipmentCo.LtdCustomerSatisfactionStudyABSTRACT：Competitioninthe21stcenturyisthatbasedoncustomersatisfaction.Anyenterprisecannotignoretheservicecompetition.Theythink.Customerdemandisthegoal,customersatisfactionisthepurpose.Satisfiesthecustomerdemandisenterprise'sunceasingprogresspower.Infaceofthechallenge,enterprisewillkeepontakingtherequirementsandsatisfactionoftheclientsasitsdrivetomakeincessantprogress.Whounderstandcustomerexpectations,tograspthelevelofcustomersatisfaction,themosteffectivewaytomeetandexceedcustomerexpectations,accesstocustomerloyalty,whowillbeinvincible.Thearticle,onthebasisofthetheoryofcustomersatisfaction，HangzhouPrevailOptoelectronicEquipmentCo.,Ltd.,thestudyofcustomersatisfaction,thatthecompany'scurrentmajorproblemsandtoidentifyassessmentmethodsandbuildthecompany'sCustomerSatisfactionEvaluationSystem,andmeasuredthedegreeofcustomersatisfactiononHangzhouPrevailOptoelectronicEquipmentCo.,Ltd.bythemethodofAHP，accordingtothemeasurementresult,proposedfurtherthecorrespondingcountermeasuresandspecificimprovementmeasures,withaviewtostrengtheningitscomprehensivecompetitiveabilitycontinuously.Keywords:customersatisfaction;Evaluationindexsystem;Analytichierarchyprocess(ahp);Improvementcountermeasures目录摘要第1章绪论.................................................................11.1选题背景、意义和研究对象..............................................11.1.1选题背景..........................................................11.1.2选题意义..........................................................21.1.3研究对象..........................................................21.2论文内容和结构........................................................31.2.1论文内容..........................................................3第2章理论论述..............................................................52.1顾客的概念............................................................52.1.1概念的界定........................................................52.1.2顾客的分类........................................................52.2顾客满意度概念界定....................................................62.2.1顾客满意度概念....................................................62.2.2顾客满意度的特征..................................................72.3顾客满意及满意度指数模型..............................................82.3.1美国顾客满意度指数（ACSI）模型....................................82.3.2欧洲顾客满意度模型指数模型........................................92.3.3中国顾客满意度指数模型.....................................
