摘要
本文介绍了顾客满意度的定义及常见的顾客满意度模型,讨论了有线网络行业的顾客消费行为和顾客满意度的特点,建立了有线网络行业顾客满意度二级指标理论模型,一级包括品牌形象、视频内容及其他信息服务质量、网络品质和信号传输质量、价格、服务基础设施、服务人员、各项附加服务等13个指标,一级指标又细分为58个二级指标。最后简要说明了顾客满意度测评流程和需注意事项。
Customer’s content degree is one of main targets for modern enterprises. As an utility, the industry of CATV network has to pay more attention to product quality and services to improve customer’s content degree. To evaluate content degree, CATV operators need to establish a model of customer’s content degree for the industry. The article probes into customer’s content degree of CATV network.
出处
《广播与电视技术》
北大核心
2008年第10期139-144,15,共6页
Radio & TV Broadcast Engineering
