The implementation and strategy decisions for customer satisfacion

• Main Authors: Chien, Te-King, 簡德金
• Other Authors: Su, Chao-Ton
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/07888700589281416973

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.