国贸经济管理类毕业论文-南昌沃尔玛提高顾客满意度经营手法调研分析

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(Customer Satisfaction Degree CSD)_N#Ci)#Ci)B#CiE0;,0/ZWk?,A_#Ci65,G*CXG,N%?1?yjNF+Xg=,LuOlOKlE,Lu0;FG)N%?,0;P*1J,F=%CNM0r,x+X?/jj :CSD=+XgOlOKl 216/j5-1J+|F+X1J4:U*6A3+j1J,0/4:UH+),=D,1J4#199185-|K0J010z CSJAAA CS|K0H+1,%&,vjF4E 20 F4 90 M,GGCSH+4X*3EFO;C&0!1JFJE)N%?3+5,6A7,1JN%?1*63+,*B3iFG419655-65 CardozoO!QA.D0N%?0KN%?.D0,x 70 80 MXN%?*6A.D0MCk,+X, Oliver,Olson,Dove1 1y*OK=.A Q (ExpectationDisconfirmation)AjN,OK_GN%?,71(Yg+? 20031F,N%?#G ISO9001:2000 AA7jJ*(x/n P722#Z 2003N%?#yBG-5A*(x/n P5051?CR4WFJ0JA5808# 90 Anderson, Boulkling, Fornell21yxX*6A:A6:AN%?NBXn:,-(W Fornell 1991 37,*XF+|:)x*0-r!Q,N%?7 Q90N%?,.D0WJLA%?N%?NB1JY#65L$,3+5-, Spreng Mackenzie Olshavsky J).D0,5j&*N%? Q Fornell 1y 1996 4X SCSI Q,*.p:*05-N%?7 QAthanassopoulos 2000 5XyN%?jNOK%C,0;,*.p:6N6jZNvJN)N%?43P,O,2WF|.D0)h$5U# 2000 6)N%?,#A3+F|.D0*0Z5N%?77N%?4B3L2jB356,G#A05$6 Q Eklof, 2000 7XOHACSI Q,*.p:*0!W#bN%?7#A Q Nguyen1y 20018X1JBMF|AF y1JB1J )FTZGL$,3+6H 2001 9X Fornell N%? Q,*.p:Y+X Q2L8,CdF)N%?#A*,#AA0ZF2+X08|J,|JN%?#A3+PPG1y 2001 10X Fornell *,AG4#A Q,*.p:=08$WF0?#GFJEAB3P.)N%?d9n:,O 2001 11*Y+X&83+56#N%?#A,=CLN=$5,$5F#A,.WF# 2002 12B4.D0-FN%?#A,)(FJE)6)-1JN%?#A,LNJ)#G,W2.W+XW*03+GG#A,iF# Youngdahl 1y 2003 13F_V)N%?,P3P9-p.D0FN%?,3+-j!)N%?*6A,.D0k?GN%?8D,.D05N,.D0N%?% Q,.D0N%?G Q,.D0N%?773+*0,.D0N%?.D0#,.D0-,.D0WJA5,F F W.D09A|G6XWF .D?CR4WFJ0JA6008-F,.D0jkfB$X-0N%?7.D0,?y-,+XB#?,LN6 2.10AF 6,800vj63X5-?$?Loi-1y 15Z-k 190J7!ydD),NE 1.75!Qv3PN%?=3Pvj3PB3PCXGl/=13PCXFJ=A)8BF2W1J2/?CR4WFJ0JA7n 2.1 W67vf%yyL- 2002 2003 2004 2005 2006K0N 2400 2563 2852 3124 3449Y#N 80.39 90.5 103 112 121.8$D)- ZfL5A6WF/LcXF+|0gD)X-41(,H8P5C#0!0=!0N4jNHCX/U,v,=D)X-!0A0vjwJjExF,M&_K,M&?%X%1,F7v*083+D)0C_?vj8IdvW,N5+a#bDAF9,#bNxD-1J+a-FK14:UJN,-M&J0LkX+a:#vFO#Ci.D0p,v%?B3=GO+aCR(xN,-09l,(|+a/3(xAF9,D-(xC1y8?CR4WFJ0JA8F4#,WX-,Ctj#Ci65CXH,vL+O#k55WX-,GC_1-v*F+|-FJECt$J,aJjJo,0f-,#CifFPv3W86D),Ct$_1-,fFP1JQ+O_1*6d8!*3Nx,M&_4PV-F-M&Jd,Q2.265XD)*3 5300JFK1F_0Z-,0Q42.2M&J2j5X=,i-=)vj?3PM5NFJYCd,01?C(,)0,#k*0(|1JB%CB?3P,?r 2002 2003 2004 2005 2006kN 179.84 201.18 234.88 307.49 358.40K) 11.8% 13.1% 16.8% 15.7% 16.6%?CR4WFJ0JA103.1YYAYNM:-;CM_AYvnfAY9-pW,2OW,F=O,#k_FJE0!QW,+YEvX(,0(,K0-,$5PK0%K01y1y6!brjiFZ?%4GL,(v,5#Ci65j,:UK0FJFJEFJ1y?61JF:UK0=F|8D)!G-9)NOKP,B3N)C24M(,ANM0r1*6i+e7A3+5*6fLFJE-$B3fL,NOK61y-(,vF|K0X98k?J)6F|AY0F10CiOC1y-(K0#kk7-AC(,NO?(Cpl?CR4WFJ0JA113.3N10,=D)0ZE#-,(&a_8,=jN,=G-$!0ZK0,48gDNX8PA?jp9,NCl=?NpOK,$F_D)qW4:UI0D)N_0,61=10_,2Q|$kfK&010/j)N,:1y1yD).ANGAOF_,v!B,.=%CNM0?!_FNjx,&%$%$jD)CN,OC3.4G?),=?AN%?VX00;:1J,=d1l?9N%?,*6%FxM)N&=7-AD4jN-p#=JLj#+N!aN,8G*LN=&BL*6-*A=11y1y6G=|$_D),-O!,y_!G-G?AXxG-7-)*G “A,G=|PFB6ND)9F0CWI (1)N9f 1A5NF0CWFF0!n (2)/=D)_V*EFg,v 1A5NF0CWFF0!n (3)v*CE0Z8 1A5NF0CWFF0!n (4)0+v.=+XE 1A5NF0CWFF0!nD)vu6)gDN=G+c,F?r?AN!B/lB,Fw?AN?v_,v?$5Gj0ZNM0?1)X,NJ8=,21y1y!D)?0&=%?,v69LN,NZFwLN,N$1JF+X+X+e+X,CW62:1y1yD)jNFA5JN(!,=2D)Aj?CR4WFJ0JA13L-pN)M&J,?rCCQ=v5QCXG,F5G=2.,M,F1CW1yZ)80=9=aJ*)LNjM&J,B$aBJCl=pBCCl=_7C*DlC*=DlC*NOKl,=mjN,C#kA0EjJ=%?3.7*0$Y,(|B4N),N-93$#-5/87-$Y+X)87-N#f=AFP1y4ZMD)X)M,-7Mh. 100%+X+O7-$)M&#Ci*)8fCt$,|_1-6J,J/?H/+O|(O/nj/njFu,P5(D:C/nj#k61!+L1yM0?,5Lh0,4N/nj#kFD)FX-,P58w044$!/njCLL5GLuLAFJE)G+XB3/j,N%?A?-$?)*|B3?,N%?A#_10.N%?A771AAN%?AB319iN6A1N%?6?CR4WFJ0JA14lOx.p?B3,N%?77jvCXGvl/JgWCYW=C()1JB-pG+XLuB3,#)D),NF|LALN%?B3L?Lt$!QLB3,kG_ 300!QLB3,N) 4.1 p/jn 4.1 “:W6n%? SN%?77 %? E%? 08 =Z%? =%?vCXG 131(43.67%) 127(42.33%) 40(13.33%) 1(0.33%) 1(0.33%)vl 157(52.33%) 129(43%) 13(4.33%) 1(0.33%) -(0)/JgW 148(49.33%) 125(41.67%) 25(8.33%) 2(0.67%) -(0)CYW 134(44.67%) 119(39.67%) 44(14.67%) 2(0.67%) 1(0.33%)= 113(37.67%) 125(41.67%) 54(18%) 5(1.67%) 3(1%)C() 157(52.33%) 124(41.33%) 18(6%) 1(0.33%) -(0)1JB 155(51.67%) 122(40.67%) 23(7.67%) -(0) -(0)AB6l%? =1006E%? =80608 =606=Z%? =406=%? =206N%?6l nix/N*100%,1jgB3k 100 8060 40 20jN%?!Q6l nij6j,NfiN6A1 4.2p/jn 4.2 “:W6nN%?77vCXGvl/JgWCYW=C()1JB%? S 85.73 89.47 87.93 85.47 82.67 89.13 90.33FJE:A-;*vCXGM,N%?708j 85.73uF05B$-A$Q1#Ci5E0cE$QCYW,N%?7j 85.47FZ7=1ZQD),C()_-(%?,01?C(%,PAv1JN=)C()F|WF,AAQC(,8BF20;1JB,N%?j 90.33=10B$-D),1JBXN-_,-LuM&1J,DEWvj,)3p=8*6v/2=1yLNFLNG-X00;:ECN,=%|iF6=8BF2,C()*08,1JB1y4:U#F!_-M&1J0B,=$!6 5AXYNj,A,4#+O#kN%?XM&1J4:U9G?,N%?_NC,*.p_NC,?3P)M&1JB$653+7-V+N653+7-VhEN|j+J8#1J,B)M&1JB$N%?_1J4:U,K1JFJEA0Nj,A,:UK0*6%j)N%?,F-DZ#G*0NA3+5*0,g=3+51y1y#QN%?v=1G/#FD-,90ZAN%?A?-OB#NA0NhF_),M#C%CN?ru6FJnN )!0!QN*,iFjJN*0Y,Id3+FxNJ5,9Fg7-9N,CQ1J,2j17-2j9)?CR4WFJ0JA1769)d1Oliver,1993,“Conceptual issues in the structural analysis of consumptionEmotion,satisfaction and quality:Evidence in a service setting.”Advances inConsumer Research,21:2052132Anderson E.W.,Fornell and Oliver,1994,“A customer satisfaction researchprospectus in Rust”,Service Quality:New Directions in Theory and Practice,SageThousand Oaks,CA.3Fornell C.,1992,“A National Customer Satisfaction Barometer:The SwedishExperience.”Journal of Marketing,56:6214Fornell C.,Johnson M.D.,Anderson E.W.,Cha J. Bryant B.E. 1996“The Americancustomer Satisfaction Index:Nature,Purpose and Findings.”Journal ofMarketing,60:7185Athanassopoulos A.D. 2000 “Customer Satisfaction Cues to support MarketSegmentation and Explain Switching Behavior.”Journal of Business Research47:1912076)h$5U# 2000N%?,A4#1*6*(x/n7Johnson M.D.,Gustafsson A.,Andreassen,2001,“The evolution and future ofnational customer satisfaction index models.”Journal of Economic Psychology,22:2172458Lars.Gronholdt,Anne Msrtensen,Kai Kristensen,2000, “ The relationshipbetween customer satisfaction and loyalty:Cross-industry differences.”TotalQuality Management&Business Excellence,2: 509514.9H 2002N%?7#A*.p_,.D0G4#_4#.D01O10PPG 2002*0-N%?79LN,.D0J0;1*61 10O11O 2001*&83+5*6A,1JN%?A$GvJQ1yC0Q1 12O12F# 2004N%?7 (CSI).D0)(6iF!y*6W1O13William E.Youngdahl Deborah L. Kellogg Winter Nie et al 2003 “Revisitingcustomer participation in service encounters does culture matter.”Journal of?CR4WFJ0JA18Operations Management, P10912014Lx 2006D)7FF:U1*6#4#0*(x/n P2315 2004 1-4000D)CJM&-vJ*(x/n P56-5916 2000:M+1BK*Ak*A*(x/n P43-4817K 2004D)M&k+