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铁路运输企业根据其组织管理、运输产品实现过程的特点,构建铁路运输企业顾客满意度改进模型,是提高质量竞争力,提升经营绩效的必然选择。本文根据铁路运输企业特点,从理论模型、顾客感知构成要素、改进模型、改进指标体系、问卷设计等方面,构建铁路运输企业顾客满意度改进模型,开展具有个性化的调查与统计分析,推进以提升质量竞争力为导向的顾客满意改进长效管理,为提高铁路运输企业质量竞争力提供了科学依据。
According to the characteristics of their organization and management, the realization process of transportation products, railway transportation enterprises construct the customer satisfaction improvement model of railway transportation enterprises, which is the inevitable choice to improve the quality competitiveness and improve the management performance. According to the characteristics of railway transportation enterprises, this paper constructs the customer satisfaction improvement model of railway transportation enterprises from the theoretical model, customer perceived components, improved models, improved index system and questionnaire design, and carries out personalized survey and statistical analysis, Improve quality and competitiveness oriented customer satisfaction improve long-term management, to provide a scientific basis for improving the quality competitiveness of railway transport enterprises.