摘要
用顾客满意度就可以判断产品或服务质量的优劣,即可以了解用户、了解自己,特别是了解自己在顾客心目中的地位、作用,通过不断满足顾客的需要,提升企业的竞争力,使企业获得最佳效益,同时使全社会的资源得到最佳配置和最有效的利用。本文主要从介绍顾客满意度的有关概念及实例入手,指出企业面对日益激烈的市场竞争,企业应以顾客满意作为经营的目标导向,提高顾客满意度,创造和提升顾客价值,从而提升企业自身的竞争优势。
The satisfaction extent from the clients may be suggested to judge whether the product or serving quality is excellent or not so that people can understand the clients as well as themselves.Especially making sure of the status of themselves or their functions,so as to raise the enterprises′competition to acquire optimum effectiveness by meeting the needs of clients,while it would also urge people to obtain optimum build-ups of most effective utilization in social resource.This paper is to introduce some of the concepts and practical usages as a point of departure and point out that on facing the market competition that becomes more and more severe,the enterprises should take clients′ satisfaction as the target guidance in their business so as to promote the clients satisfaction extent creating and raising the value of clients and finally raising the competitive superiority of the enterprises.
出处
《福建商业高等专科学校学报》
2006年第3期31-34,74,共5页
Journal of Fujian Commercial College
关键词
顾客满意
顾客满意度
企业竞争优势
clients′satisfaction,satisfaction extent from clients,competitive superiority for enterprises
