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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/35315


    Title: 台灣顧客滿意指標中有關抽樣群體之決定
    Authors: 李友錚
    Lee, Yu-Cheng
    Contributors: 工業管理學系
    Industrial Management
    Date: 2006
    Issue Date: 2014-06-27 10:35:08 (UTC+8)
    Abstract: 顧客滿意(Customer Satisfaction,CS)是指顧客需求被滿足的程度，依據Kaplan and Nortan平衡積分卡的策略地圖的概念，顧客關係被視為是財務績效的領先指標之一，而且此一指標比起其他企業績效指標對於季節變動、成本變化、會計實務與物價波動等因素而言，最不敏感，因此，近年來顧客滿意受到了許多學者專家、組織、產業甚至國家的重視，國際標準組織更將顧客滿意列入組織推動品質管理系統ISO 9001：2000時必備的要項之一。至於如何建立公正客觀的顧客滿意衡量方式，就更成了學術與實務界所共
    Appears in Collections:[Industrial Management] Journal Articles

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