顾客满意度测评

ManagementScienceandEngineering韩娟，贾耀洋，王燕妮，诸葛丹，齐科EvaluationofCustomerSatisfactionLevelofDifferentProjects基于主成分分析对不同项目的顾客满意度水平评估2020/2/3Content目录Introductionpart引言部分Casepart案例部分Summarypart总结部分123Part11.11.2IntroductionofCSI顾客满意度指标介绍Introductionofevaluationmethod顾客满意度评估方法介绍1.3BriefintroductionofPCA主成分分析简介1.Introductionpart引言部分Theimportanceofcustomersatisfaction•1.1IntroductionofCSI顾客满意度指标介绍CSImodel•Customersatisfactionindexmodelisakindofstructuralequationmodel,whichputscustomersatisfactionintoacausalmodel.•Throughobservingcorrespondingmeasurablevariablesandusingthefeatureofstructuralequationmodeltoobtaincustomersatisfaction.•Customersatisfactionplaysthekeyroleforsuccessinanybusiness.•Anyindustryhastogivetopprioritytocustomersatisfactionforsurvivinginthiscompetitivemarket.•Customersatisfactioniswidelyrecognizedasabusinesssurvivalrequirement.Thispaperproposeacustomersatisfactionindex(CSI)tomeasureit.•SwedishCustomerSatisfactionIndexmodel(SCSI)•1.1IntroductionofCSI顾客满意度指标介绍•AmericanCustomerSatisfactionIndexmodel(ACSI)TheexistingtypicalCSImodel•EuropeanCustomerSatisfactionIndexmodel(ECSI)•SwissCustomerSatisfactionIndexmodel(SWICS)•1.1IntroductionofCSI顾客满意度指标介绍•1.2Introductionofevaluationmethod顾客满意度评估方法介绍•1.Analyticalhierarchyprocess•2.Fuzzysyntheticevaluation•3.Thesimpleaveragescoremethod•4.PrincipalcomponentanalysisTheshortcomingsofaveragescoremethod1.Withoutconsideringthecorrelationbetweendifferentindexes；2.Eachfactor'sweightregardsasthesame.Theevaluationofcustomersatisfactionisakindofpowerfultoolandmeansfortheenterprisetounderstandthecustomers’needsandexpectations,whichhelpsenterprisestowincustomers,retaincustomersandcreatecustomerinthefiercecompetitionofmarket,andbringsthegrowthoftheenterprises'financialperformanceandshareholderreturnfault.EvaluationmethodPCAisastatisticalmethodwhichchangesapluralityofindicatorsintofewcomprehensiveindexes,andkeepsmuchinformationoforiginalindex.•1.3BriefintroductionofPCA主成分分析的简介OriginalindexesCovariancematrixEigenvalueandeigenvectorCumulativecontributionratePrincipalcomponentsTwowaysforsolvingprincipalcomponents•Covariancematrix•CorrelationmatrixDifferentindexunitorvaluewithwidescopeDeterminethetargetofinvestigationDeterminetheobjectofinvestigationDeterminethesurveyindexDesignthequestionnaireImplementtheinvestigationDataanalysisMakeimprovementContinuousimprovementOverallframework总体框架2.Introductionpart案例部分Part2MeasurementofcustomersatisfactionforanIndiansoftwaresolutionscompany•2.1Caseintroduction案例介绍及本案例目的•ThepresentstudywasconductedinanIndiansoftwaresolutionscompany.Itwasinitiallyfocusedontheairlineindustry.Itnowisexpandingintoothertravelandtransportationrelatedindustries—hospitality,rent-a-car,trucking,andshipping.•Thecompanyofferscomprehensivesolutionsandsoftwaredevelopmentservicesfortheairlineindustrywithfunctionalareasincludingflightoperations,networkmanagement,resourceplanning,revenuemanagement,etc.•ItprovidesconsultancyservicesandcustomizedITsolutionsandproductsfortheglobaltravelandtransportationindustries.IntroductionofthecompanyPurposeofthecompany•Aftercompletionofeachprojecttheprojectmanagementisinterestedtoknowabouttheirperformancefromthecustomer’spointofview.Thisnotonlyenablesprojectmanagerstobeknowledgeableabouttheirstrongpointsandweakpointsbutalsohelpsthemtoimprovetheirfutureperformance.Theywerealsointerestedinidentifyingtheirpromising“repeatcustomer”clients.•ThetopmanagementofthecompanywantedtodevelopanindextomeasurethelevelofcustomersatisfactionforeachprojectInordertoincreasethenumberofrepeatclients.•2.2Factorschose指标选取•Ateamwasformedtakingpersonnelfromthemarketingandcustomercaredivisionstofulfilltheabove-mentionedobjectives.Basedonthediscussionwiththeirclientstheylistedthefollowingeightfactors(X1–X8)thatwouldreflectthecustomersatisfactionlevel.X1:ProductivityX2:QualityofDeliveryX3:MeetingDeliveryScheduleX4:TechnicalSupportX5:CommunicationX6:ProactiveorPromptnessinResponseX7:SkillLevelX8:DomainKnowledgeCustomersatisfactionlevel•2.3Datacollection——questionnaire样本数据采集——问卷•Thecompanymanagementwantedtobeassessedbytheclientsoneachfactorlistedabove.•Hence,acustomerfeedbackformwasprepared(Annexure-I).•Eachclientwasaskedtofilloutthisformaftercompletionofaproject,wheretheyhadtogiveascore(from0to100)foreachfactoronthebasisoftheirexperience.•2.3Datacollection——questionnaire样本数据采集——问卷•Inthisway28setsofcustomerfeedbackon28projectswerecollectedthataresummarizedinAnnexure-II.•2.4ProcessofPCA主成分分析过程Nowtheproblemboilsdowntoanalyzethedata,developanindexofthecustomersatisfactionlevel,andcorrelatethisdatawithimprovedclientretention.Thedatawereanalyzedusingprincipalcomponentanalysis(PCA)•Heretheoriginalvariables(X1,X2,...,X8)arethescoresonthefactors.•••2.4ProcessofPCA主成分分析过程••TwographicaltoolsareusedforcheckingadequacyofPCAresults.•Oneisscreeplot，anotherisscoreplot.•2.5Twographicaltools两种图形工具•TheanalysiswasdoneusingMicrosoftWindows-basedMINITAB–13package.•2.6Results结果Theresultsfromthispaper.Theresultsofouroperationusingminitab.TheresultsofouroperationusingSPSS.Ne