卡诺顾客满意度模型在小型药品批发企业中的应用研究.pdf

文档介绍：第 32 卷第 5 期昆明理工大学学报( 理工版) .32 畅5
Vol No
2007 年 10 月( ) .2007
Journal of Kunming University of Science and Technology Science and Technology Oct
卡诺顾客满意度模型在小型药品批发企业中的应用研究
胡志宇,张悟移
(昆明理工大学管理与经济学院,云南昆明 650093)
摘要: 选择卡诺( )顾客满意度模型,对小型药品批发企业的体系进行实证研究;根据卡
Kano CS
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,为企业实施管理、改进服务质量提
CS
供了方向,帮助企业达到提高顾客满意度的目的.
关键词: 模型;顾客满意度;药品批发企业
Kano
中图分类号: 202 文献标识码: 文章编号:1007 -855 (2007)05 -0114 -04
F A X
Research on Small Drug Distributors Based on Kano Customer Satisfaction Model
HU Zhi-yu, ZHANG Wu-yi
( , , 650093, )
Faculty of Management and Economics Kunming University of Science and Technology Kunming China
Abstract: -
Kano customer satisfaction model is used to positively explore the CS system of small drug distribu
. ,
tors 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 re
, , -
sults it is reported that the improvement countermeasure of enterprise service the direction of the CS manage
, -
ment of enterprise implementation and the improvement of service quality are put forward and that more custom
.
er satisfaction is gained for the enterprises
Key words: ; ;
Kano model customer satisfaction drug