The implementation and strategy decisions for customer satisfacion
博士 === 國立交通大學 === 工業工程與管理系 === 90 === ABSTRACT The importance of Customer satisfaction (CS) is formally emphasized by International Standards Organization (ISO) and national quality award in each country. The implementation of the CS activity becomes an important strategy and issue for en...
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ndltd-TW-090NCTU00310592016-06-27T16:08:59Z http://ndltd.ncl.edu.tw/handle/07888700589281416973 The implementation and strategy decisions for customer satisfacion 顧客滿意活動之推行與決策 Chien, Te-King 簡德金 博士 國立交通大學 工業工程與管理系 90 ABSTRACT The importance of Customer satisfaction (CS) is formally emphasized by International Standards Organization (ISO) and national quality award in each country. The implementation of the CS activity becomes an important strategy and issue for enterprise. Although the domestic scholars had attended to this activity and studied its related issues, to this day no studies have ever tried to bring up a concrete and systematic discussion regarding enterprises’ implement of CS activity for an efficient decision-making. Therefore, this study proceeds to the following critical issues to enhance the desire probabilities and success of implementing CS activity: (1) the implementation of CS activity; (2) the directions of the topic and affair requirements; (3) the decision technology of the topic and affair requirements; (4) the evaluation system and practical operation. Finally, through the exploration of the case study, each empirical practice and analysis methodology will be particularly explained as consultation materials promoting the decision ability of the enterprise. Key Words: Customer satisfaction, Implementation framework, Quality function deployment, decision-making, evaluation system. Su, Chao-Ton 蘇朝墩 2002 學位論文 ; thesis 61 zh-TW |
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博士 === 國立交通大學 === 工業工程與管理系 === 90 === ABSTRACT
The importance of Customer satisfaction (CS) is formally emphasized by International Standards Organization (ISO) and national quality award in each country. The implementation of the CS activity becomes an important strategy and issue for enterprise. Although the domestic scholars had attended to this activity and studied its related issues, to this day no studies have ever tried to bring up a concrete and systematic discussion regarding enterprises’ implement of CS activity for an efficient decision-making. Therefore, this study proceeds to the following critical issues to enhance the desire probabilities and success of implementing CS activity: (1) the implementation of CS activity; (2) the directions of the topic and affair requirements; (3) the decision technology of the topic and affair requirements; (4) the evaluation system and practical operation. Finally, through the exploration of the case study, each empirical practice and analysis methodology will be particularly explained as consultation materials promoting the decision ability of the enterprise.
Key Words: Customer satisfaction, Implementation framework, Quality function deployment, decision-making, evaluation system.
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author2 |
Su, Chao-Ton |
author_facet |
Su, Chao-Ton Chien, Te-King 簡德金 |
author |
Chien, Te-King 簡德金 |
spellingShingle |
Chien, Te-King 簡德金 The implementation and strategy decisions for customer satisfacion |
author_sort |
Chien, Te-King |
title |
The implementation and strategy decisions for customer satisfacion |
title_short |
The implementation and strategy decisions for customer satisfacion |
title_full |
The implementation and strategy decisions for customer satisfacion |
title_fullStr |
The implementation and strategy decisions for customer satisfacion |
title_full_unstemmed |
The implementation and strategy decisions for customer satisfacion |
title_sort |
implementation and strategy decisions for customer satisfacion |
publishDate |
2002 |
url |
http://ndltd.ncl.edu.tw/handle/07888700589281416973 |
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