摘要
在当今社会,不管是企业、政府还是其它公共服务部门都会将顾客满意度作为衡量
产品质量和服务质量的一种综合性评价指标。尤其对政府部门而言,通过进行顾客满意
度测评,研究如何提升顾客满意度策略,有利于更好的掌握企业的投资和运营需求,更
好的监督和改善政府部门的工作,更好的为公众和社会提供优质高效的服务和环境。把
顾客满意度作为政府部门不懈追求的终极目标和评价指标,将现代企业为顾客服务的核
心理念渗透到政府的各项决策和执行系统中,对于运营管理体制日趋向企业化管理趋同
的开发区,无论是实际需要还是从理论研究的发展来说都具有非常重要的意义。
本文首先以客户关系管理和顾客满意度理论为理论基础,通过比较国内外先进、主
流的顾客满意度模型,结合西安经济技术开发区作为政府派出机构,代表政府行使行政
职能的特点,分析构成入区企业满意各变量的关系,构建了西安经济技术开发区企业满
意度模型。其次,确定了 60家入区规模以上企业作为调查对象,通过问卷调查的方式
收集有效测评数据。随后,利用SPSS对数据进行了描述性统计分析,通过信度效度分
析、主成分分析和最小二乘法回归分析了西安经济技术开发区企业满意度指标体系的合
理性并得出测评的结果。最后,根据测评分析的结果,从感知质量、感知价值和企业形
象等影响程度最重要的因素出发,设计了提升西安经开区企业满意度的策略方案,以此
提高西安经开区行政效能和服务质量,实现企业预期的满意程度。
【关键词】经济技术开发区,企业满意度,评价模型,主成分回归分析
【研究类型】应用研究
Title: A System Research for Evaluating Xi'an Economic & Techn
ological Development Zone Enterprise Satisfaction
Major: Business Administration
Nowadays, customer satisfaction is generally used as a comprehensive
indicator to evaluate product and service quality by enterprises, government or
other public services departments. Especially, studying and promoting customer
satisfaction is propitious for government to meet enterprises' investment and
operation demands, to supervise and improve government working level, and to
provide better service and environment for people and society. Taking customer
satisfaction as government's ultimate working aim and putting modern
enterprise's core concept of supplying qualified service to customer into
government's decision and execute system are very important for economic and
development zone whose operating and management system are closer to
enterprises. No matter in practice or in theory.
First, this paper is theoretically based on customer relationship
management and customer satisfaction, and Xi'an Economic & Technological
Development Zone Enterprise Satisfaction Model is established through making
contrast with domestic and overseas' major and advanced customer satisfaction
models, and analyzing the relationships among satisfaction variables which
comes from enterprises in the zone combined with its own characteristics as a
representative organization of Xi'an Municipal Government. Second, 60 above
designated size enterprises are chosen to fulfill the questionnaire so as to acquire
accurate data. Third, using SPSS to process the data by descriptive statistical
Name: Chen Wenqian
I^itor: Ren Baoping
ABSTRACT
analysis, Xi'an Economic & Technological Development Zone Enterprise
Satisfaction Index System's rationality is analyzed by the reliability and validity
analysis, the principal component analysis and the least square regression
analysis, then, the test result is got. Finally, according the result, taking the most
important factors like perceived quality, perceived value and corporate image
into consideration, an updated program is designed to promote Xi'an Economic
& Technological Development Zone Enterprise Satisfaction via providing more
qualified service by the zone.
【Key words】 Economic & Technological Development Zone, Enterprise Satisfaction,
Evaluation Model, the principal component Regression Analysis
【Research l^ypc】 Application Research