文档介绍：西安电子科技大学
硕士学位论文
农业企业客户满意度、忠诚度与经营绩效关系研究
姓名:梁永利
申请学位级别:硕士
专业:工商管理
指导教师:杜荣
20100401
摘要
摘要
经营绩效是企业发展的核心,客户是影响经营绩效的关键因素。本文以服务
价值链为理论基础,研究了企业运行中内部客户(员工)和外部客户(客户)对
经营绩效的影响。本文以农业企业为研究对象,对多家企业进行了实证研究。论
文首先对从调查问卷中获得的数据进行了信度分析、因子分析以及相关分析等统
计分析,在此基础上分析了员工满意度与员工忠诚度、客户满意度与客户忠诚度、
员工忠诚度与企业经营绩效、客户忠诚度与企业经营绩效两两之间的关系。研究
的主要结论如下:
企业员工的满意度、忠诚度和客户的满意度、忠诚度与企业的经营绩效构成
企业服务价值链的关键因素。通过对农业企业的实证研究,结果表明,员工满意
度与员工忠诚度正相关、客户满意度与客户忠诚度正相关、员工忠诚度与企业的
经营绩效正相关、客户忠诚度与企业的经营绩效显著正相关。本研究证实农业企
业的发展基本符合服务价值链理论,忠诚的员工与忠诚的客户给予企业的贡献是
巨大的,尤其是忠诚的客户给予企业的贡献是显著的,因此,企业只有深刻地理
解客户忠诚,才能在激烈的竞争中处于不败之地。

关键词:服务价值链客户满意度客户忠诚度经营绩效农业企业
Abstract
Abstract
Operating performance is the core for the development of enterprise, customer are
the key factors affect operating performance. Based on the service profit chain, this
study the effect of internal customer and external customer on the firm performance
during enterprise operation. Based on agricultural production enterprise investigation,
that studied on the relationship of satisfaction degree of employee and loyalty of
employee, satisfaction degree of customer and loyalty of customer, loyalty of employee
and operating performance, loyalty of customer and operating performance. We can
conclude that:
It were key factors of satisfaction degree of employee and loyalty of employee,
satisfaction degree of customer and loyalty of customer and enterprise service profit
chain, which were made up enterprise service profit chain. Based on the survey data
analysis from many agricultural production enterprise,the results show that: satisfaction
degree of employee was in positive correlation with loyalty of employee, satisfaction
degree of customer was in positive correlation with loyalty of customer, loyalty of
employee was in positive correlation with operating performance loyalty of customer
was in significant positive correlation with operating performance. Result showed that
the development of agricultural production