摘要
关于质量、价格对顾客满意度的影响,尽管许多学者已经取得了显著的成就,但是这些研究都是基于定性分析,本部分转变研究角度,利用数学方法,分析质量、价格对顾客满意度的影响,给出顾客满意度和质量、价格的函数关系式;提出顾客满意度关于质量的弹性概念和顾客满意度关于价格的弹性概念,这样就可以从量化的角度来研究不同水平的质量或者不同价格对顾客满意度的影响及其非线性关系.
Many scholars have acquired remarkable achievement in studying the influence of quality and price on customer satisfaction degree, however this fruition has been based on qualitative analysis. This paper will change method and analyzes the influence using mathmatics method. The function to describle the relation between customer satisfaction degree and quality or customer satisfaction degree and price is proposed. To get the purpose to study based on quantitive analysis how quality in different level and price of diverse value affect customer satisfaction degree and indicate the nonlinearity among them, this paper also bring forward Quality elasticity and price elasticity.
出处
《数学的实践与认识》
CSCD
北大核心
2006年第11期16-23,共8页
Mathematics in Practice and Theory
关键词
顾客满意度
质量
价格
弹性
customer satisfaction degree
quality
price
elasticity
