摘要
选择卡诺(Kano)顾客满意度模型,对小型药品批发企业的CS体系进行实证研究;根据卡诺模型,将企业服务的质量特性划分为3类16项指标,并将卡诺模型应用于一家具体的小型药品批发企业,基于调查结果,提出了企业服务的改进对策,为企业实施CS管理、改进服务质量提供了方向,帮助企业达到提高顾客满意度的目的.
Kano customer satisfaction model is used to positively explore the CS system of small drug distributors. According to Kano model, the quality characteristics of enterprise service are classified as three kinds and sixteen indexes. Kano model is applied to a concretely small drug distributor. On the basis of investigative resuits, it is reported that the improvement countermeasure of enterprise service, the direction of the CS management of enterprise implementation and the improvement of service quality are put forward, and that more customer satisfaction is gained for the enterprises.
出处
《昆明理工大学学报（理工版）》
2007年第5期114-117,共4页
Journal of Kunming University of Science and Technology(Natural Science Edition)
