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“客户满意”是指一个人通过对一个产品或服务的可感知效果(或结果)与他的期望值相比较后所形成的愉悦或失望的感觉状态。“客户满意度”是客户满足情况的反馈,体现在邮政服务上,就是客户对邮政所提供的服务性能的评价,是一种心理体验。客户满意度评价,不是企业对自己的服务态度、服务水平、产品质量、价格等指标是否优化的主观判断,而是要考察企业所提供的产品和服务与客户期望、要求等的吻合程度如何。
“Customer Satisfaction ” refers to the state of pleasure or disappointment that a person experiences by comparing the perceived (or result) perceived performance (or outcome) of a product or service with his expectations. “Customer Satisfaction ” is the feedback of customer satisfaction, reflected in the postal service, which is the customer’s evaluation of the service performance provided by the postal service. It is a psychological experience. The evaluation of customer satisfaction is not a subjective judgment as to whether an enterprise optimizes indicators such as its service attitude, service quality, product quality and price, but rather examines how the products and services provided by the enterprise are consistent with customer expectations and requirements.