基于新ACSI模型的CM公司客户满意度测评及提升研究摘要医疗器械行业是近年来在国内兴起的产业，因其高技术、高资金成本的属性，欧美国家一直走在世界的前列，随着国家产业政策的不断推出及医疗保障体系的不断完善，医疗器械行业在国内也有了很大发展，竞争也日趋激烈。近年来关于顾客满意度的研究很多，但多数是把提升顾客满意度作为提高企业竞争力的抓手，因企业个体的不同，研究成果也不能完全复制。笔者认为需要创建比较符合医疗器械产业的顾客满意度评价系统，全面探究相关状况，才能提出相应的改进策略。CM公司是国内知名的医疗器械企业，近年来发展势头良好，但是随着公司的壮大，客户数量的增多，对客户满意的要求也越来越高，尤其是医疗行业正在发生变化，在这种情况下，公司迫切需要构建一个以客户为导向的客户满意度评价机制。本文利用分析顾客满意度的有关观点，使用全新的评价方式，根据行业实际调整指标体系，确定每个指标的重要度，利用定性与定量相结合的分析方法，运用SPSS软件进行统计分析，得出CM公司在顾客满意度上存在的短板。通过创新满意评价方式来增强企业营销的效果和绩效，通过对客户的评价，提出有针对性的客户满意度提升战略，以达到增强该企业市场竞争力的目的。关键词：顾客满意度；评价指标体系；医疗器械行业PAGE\*MERGEFORMAT3CUSTOMERSATISFACTIONASSESSMENTANDRESEARCHOFTHECMCOMPANYBASEDONTHENEWACSIMODELABSTRACTMedicaldeviceindustryisintheriseofdomesticindustryinrecentyears.Becauseofitshigh-techandhighcapitalcost，theEuropeanandAmericancountrieshavebeenwalkintheforefrontoftheworld，withthelaunchofnationalindustrialpolicyandthecontinuousimprovementofthehealthcaresystem，themedicaldeviceindustryalsohasmadegreatprogressinChina，andcompetitionisbecomingmoreintense.Inrecentyears，therearealotofresearchaboutcustomersatisfaction，butmostputcustomersatisfactionasthegrippertoimproveenterprisecompetitiveness.Duetothedifferenceofindividualenterprises，theresearchresultsalsocan'tcompletelycopy.Theauthorthinksneedtoestablishasuitablecustomersatisfactionevaluationsystemformedicaldevicesindustry，accuratelyanalysisthecustomersatisfactioninordertoputforwardthecorrespondingimprovementstrategy.CMcompanyisthewell-knownmedicaldevicecompanyinChina，agoodmomentumofdevelopmentinrecentyears.Butwiththecompany'sgrowthandtheincreaseofthenumberofcustomers，thecustomersatisfactionrequirementsaregettinghigherandhigher，especiallythehealthcareindustryischanging，inthiscase，thecompanyurgentlyneedtobuildacustomer-orientedcustomersatisfactionevaluationmechanism.Basedonthetheoryofcustomersatisfaction，thispaperusestheinternationaladvancedcustomersatisfactionevaluationmodel，accordingtotheindustryactualadjustmentindexsystemtodeterminetheimportanceofeachindicator.Basedonthecombinationofqualitativeandquantitativeanalysismethods，usingSPSSsoftwaretoanalysistheshortboardofCMcompanyincustomersatisfaction.ThroughinnovativePAGE\*MERGEFORMAT3satisfactionevaluationapproachtoenhancetheeffectofenterprisemarketingandperformance，throughtheevaluationofcustomers，putforwardtargetedcustomersatisfactionstrategytoenhancethecompetitivenessoftheenterprisetoachievethepurposeofstrengthenthemarketcompetitivepowerofenterprises.KEYWORDS:CustomerSatisfaction;EvaluationIndexSystem;MedicalDeviceIndustryPAGE\*MERGEFORMAT3目录摘要................................................................................................................................1ABSTRACT..............................................................Error:Referencesourcenotfound目录.............................................
