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客户满意度是企业衡量其产品和服务受欢迎程度的一种方法,也是企业面对充满不确定变数的市场环境所采取的一种思维模式和行为规则。本文基于美国顾客满意指数模型结合宝钢实际情况提出宝钢客户满意模型(BCSI模型),分析探讨BCSI模型在宝钢电子商务应用过程中的关键作用。其中重点分析用户关注的质量感知因素、价值感知因素,提出基于BCSI模型的电子商务服务标准框架。
Customer satisfaction is a measure of a company’s popularity with its products and services and also a way of thinking and behavior that businesses face in a marketplace full of uncertainties. This paper presents the customer satisfaction model (BCSI model) of Baosteel based on the American customer satisfaction index model and Baosteel’s actual conditions, and analyzes the key role of BCSI model in Baosteel’s E-commerce application. Focusing on the users’ perceived quality perception and value perception, this paper puts forward the framework of e-commerce service standards based on the BCSI model.