摘要
依据ACSI模型(美国顾客满意度指数)对陕西交通服务的顾客满意度进行分析。首先运用模糊综合评判法对问卷调查的数据进行处理,得出影响顾客满意度的各评价指标的分值,接着应用SPSS软件分析影响顾客满意度的各因素的相关性,得出回归方程,最终计算出陕西省交通服务的顾客满意度值,以此为相关部门制定交通发展规划和相关管理政策提供科学依据。关于ACSI模型的研究方法和结论对其他省份交通部门,也具有一定的借鉴意义。
In this paper, based on model ACSI （U.S. Customer Satisfaction Index）, it analyzes customer satisfaction for the Shaanxi Provincial transport services. First, the survey data are processed using fuzzy comprehensive evaluation, then index score of the impact on customer satisfaction is gained. The next step is to analyze the impact of customer satisfaction of all the relevant factors with applica- tion of SPSS software, and the regression equation can finally calculate the Shaanxi Provincial transport services for the value of customer satisfaction. On the basis of these, to lay down development of transport sector development plans and related management policies have a scientific basis. It has reference for the ACSI model of research methods and conclusions of other provinces transport sector.
出处
《陕西行政学院学报》
2009年第3期107-110,共4页
Journal of Shaanxi Academy of Governance
基金
陕西省软科学研究发展资助项目"区域高技术产业集群内知识创新能力的提升与对策"(2008KR23)
