本文選題：顧客滿意度 + 博弈分析�。� 參考：《鄭州大學》2012年碩士論文

【摘要】：隨著通信業(yè)的發(fā)展,手機作為一種通信手段,普及程度越來越高。手機市場的巨大潛力使得更多的企業(yè)加入手機生產(chǎn)的行列。激烈的競爭使手機生產(chǎn)企業(yè)認識到了“顧客就是上帝”。對手機企業(yè)而言,使顧客滿意是爭奪顧客的必要條件,是應該堅持的基本原則。于是,量化顧客滿意程度,對手機顧客滿意度進行綜合評價成為了企業(yè)關注的重點。手機顧客滿意度綜合評價將手機生產(chǎn)企業(yè)和顧客緊密地聯(lián)系在一起。從顧客方面看,反映了顧客的心聲,能有效地表達顧客各方面的需求；從企業(yè)來看,一方面能夠了解到市場需求,改進手機產(chǎn)品使之更受顧客的歡迎；另一方面可以使企業(yè)了解到競爭對手的優(yōu)勢,為爭取市場份額奠定基礎。對于整個手機行業(yè)來說,顧客滿意度的綜合評價是監(jiān)控市場的重要工具。對手機顧客滿意度進行綜合評價,具有重要的意義。 本論文第一章首先介紹了文章的研究背景、研究意義,以及論文的研究內(nèi)容及創(chuàng)新。第二章在大量閱讀相關資料和文獻的基礎上,對顧客的分類、顧客滿意度的含義和意義進行了評析,并對國內(nèi)外顧客滿意度相關模型進行了介紹。第三章分析了我國的手機市場,通過對手機顧客滿意進行博弈分析指出構建手機顧客滿意度綜合評價體系的必要性。第四章重點構建了手機顧客滿意度綜合評價指標體系,并運用模糊數(shù)學的方法對手機顧客滿意度進行了綜合評價。首先指出構建指標體系的原則和手機顧客滿意度的構成要素,運用李克特量表進行指標的量化,然后不同層次的指標采用不同的權重確定方法,直接面向顧客的四級指標采用顧客賦權法確定權重,二級和三級指標采用層次分析法確定權重。最后運用模糊數(shù)學的方法對手機顧客滿意度進行了綜合評價；第五章對某國產(chǎn)品牌手機的顧客滿意度進行了綜合評價。并對國產(chǎn)手機企業(yè)的發(fā)展提出了政策建議。第六章在總結論文的基礎上,指明了文章的局限性及未來研究方向。 本研究實質(zhì)上是顧客滿意理論與幾種成熟的系統(tǒng)綜合評價方法在手機顧客滿意度評價中的應用研究。通過構建手機顧客滿意度綜合評價指標體系并對手機顧客滿意度進行模糊綜合評價,可以幫助手機企業(yè)了解產(chǎn)品的優(yōu)劣勢,進而改進產(chǎn)品使得顧客更加滿意,具有較高的實用價值。
[Abstract]:With the development of communication industry, mobile phone is becoming more and more popular as a means of communication. The huge potential of the mobile phone market makes more enterprises join the ranks of mobile phone production. Fierce competition has made mobile phone manufacturers realize that "customers are God". For mobile phone enterprises, it is necessary to make customers satisfied with customers. It is the basic principle that should be adhered to. Therefore, the quantitative customer satisfaction degree and the comprehensive evaluation of the customer satisfaction of the mobile phone have become the focus of the enterprise. The comprehensive evaluation of the customer satisfaction of mobile phones is closely linked to the mobile phone production enterprises and customers. From the customer side, the customer's voice can be reflected and the customer can be effectively expressed. On the one hand, we can understand the demand of the market, improve the mobile product to make it more popular with the customers, on the other hand, make the enterprise understand the advantage of the competitor and lay the foundation for the market share. For the whole mobile phone industry, the comprehensive evaluation of customer satisfaction is an important tool for monitoring the market. The comprehensive evaluation of mobile phone customer satisfaction is of great significance.
The first chapter of this paper first introduces the background of the research, the significance of the research, and the research content and innovation of the paper. The second chapter reviews the classification of customers, the meaning and significance of customer satisfaction on the basis of a large number of reading related materials and documents, and introduces the related models of customer satisfaction at home and abroad. Third chapters This paper analyzes the mobile phone market in China and points out the necessity of building a comprehensive evaluation system for mobile phone customer satisfaction through the game analysis of customer satisfaction. The fourth chapter focuses on the construction of the comprehensive evaluation index system of customer satisfaction of mobile phones, and uses the method of fuzzy mathematics to evaluate the customer satisfaction of mobile phones. The principle of constructing the index system and the constituent elements of the customer satisfaction of mobile phone are used to quantify the index by using the Likert scale, and then different weights are used to determine the weight of the four level index of the customer. The weight is determined by the method of Customer Empowerment, and the level analysis method is used to determine the weight by the level two and the three level. The method of fuzzy mathematics is used to make a comprehensive evaluation on the customer satisfaction of mobile phone. The fifth chapter makes a comprehensive evaluation on the customer satisfaction of a domestic brand mobile phone and puts forward some policy suggestions for the development of domestic mobile phone enterprises. The sixth chapter points out the limitations of the chapter and the future research direction on the basis of the summary of the paper.
This study is essentially the application of customer satisfaction theory and several mature system comprehensive evaluation methods in the evaluation of customer satisfaction in mobile phones. Through the construction of the comprehensive evaluation index system of customer satisfaction of mobile phones and the fuzzy comprehensive evaluation of the customer satisfaction of mobile phones, it can help the mobile phone enterprises to understand the advantages and disadvantages of the products and then change the advantages and disadvantages of the product. The product makes customers more satisfied and has high practical value.

【學位授予單位】：鄭州大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：C829.2

【參考文獻】

相關期刊論文 前10條

1 劉淙;;博弈在手機顧客滿意分析中的應用[J];黑河學院學報;2011年06期

2 張云鵬;;我國保險公司誠信體系建設的博弈分析[J];海南金融;2010年09期

3 樊莉;;銀行業(yè)顧客滿意度模糊綜合評價研究[J];經(jīng)濟師;2009年05期

4 吳小立,李艷霞;顧客滿意與博弈均衡[J];價值工程;2005年07期

5 宋先道;顧客滿足度的內(nèi)涵、影響要素及其評價分析[J];科技進步與對策;2002年01期

6 張沙清;;手機產(chǎn)品顧客滿意度研究與應用[J];物流科技;2007年06期

7 王志興;李鐵治;;顧客滿意理論綜述[J];商場現(xiàn)代化;2009年23期

8 裴飛;湯萬金;咸奎桐;;顧客滿意度研究與應用綜述[J];世界標準化與質(zhì)量管理;2006年10期

9 史勇;王晶;;基于博弈論的顧客滿意度研究[J];山西青年管理干部學院學報;2008年03期

10 苗志娟;靳云;;顧客滿意度的測量及其應用[J];陜西科技大學學報;2006年01期

相關博士學位論文 前1條

1 趙書祥;我國體育領域中綜合評價理論與方法及實證的研究[D];北京體育大學;2008年

相關碩士學位論文 前10條

1 谷雨;中國手機市場分析及戰(zhàn)略管理研究[D];對外經(jīng)濟貿(mào)易大學;2003年

2 朱帥;當前我國國產(chǎn)手機行業(yè)戰(zhàn)略研究[D];首都經(jīng)濟貿(mào)易大學;2004年

3 曹輝;移動通信行業(yè)顧客滿意度評價及應用研究[D];廣東工業(yè)大學;2005年

4 史鋒蘋;顧客滿意度模型研究[D];暨南大學;2005年

5 張娓;飯店顧客滿意度研究[D];中南林學院;2004年

6 陳麗華;基于顧客視角的大型超市行業(yè)顧客滿意度研究[D];天津大學;2005年

7 張磊;企業(yè)員工滿意度與顧客滿意度研究[D];大慶石油學院;2006年

8 劉春平;服務型企業(yè)顧客滿意度測評研究[D];內(nèi)蒙古工業(yè)大學;2007年

9 王焱;國產(chǎn)手機企業(yè)在行業(yè)格局中的競爭力分析[D];上海師范大學;2008年

10 王海林;卷煙產(chǎn)品顧客滿意度影響因素分析及測度研究[D];西安理工大學;2008年

，

本文編號：1891777