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碩士 === 國立中山大學 === 高階經營碩士班 === 95 === This thesis investigates the impact of customer’s voice and service requests to customer satisfactions and royalty in competitive service industry. The objective of the problem is to identify the customer’s communication channel and enquiries are the main key fac...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2007
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| Online Access: | http://ndltd.ncl.edu.tw/handle/tep864 |
| Summary: | 碩士 === 國立中山大學 === 高階經營碩士班 === 95 === This thesis investigates the impact of customer’s voice and service requests to customer satisfactions and royalty in competitive service industry. The objective of the problem is to identify the customer’s communication channel and enquiries are the main key factors of customer complaint response by data mining method and cross-factors analysis. We proposed to build the internal platform to collect and analyze the long term consumer’s requirements to set the marketing policy and the service mechanism to meet quick response and increase customer service level.
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