...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>International Journal of Services Technology and Management >Customer satisfaction-oriented after-sales service node analysis for home appliance enterprise
【24h】

Customer satisfaction-oriented after-sales service node analysis for home appliance enterprise

机译：面向客户满意度的家电企业售后服务节点分析

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

After-sales service plays an increasingly vital role in home appliance enterprises. Quantitative analysis is supposed to be focused on when researching after-sales service for home appliance rather than qualitative analysis only. In addition, the importance of each node should be distinguished. To solve the two issues, a customer satisfaction-oriented after-sales service index system which can evaluate the quality of after-sales service nodes is presented based on customer satisfaction framework, and the key indexes with crucial influences on customer satisfaction are selected by association rule algorithm. The significance test verifies the effectiveness of the mining results. Besides, the importance of each key node is analysed by random forest. Furthermore, the quantitative analysis of the key nodes is performed by multiple linear regression and the moderating effect of consumption level is verified. Finally, the Kano theory and the prospect theory are employed to explain the results, and optimisation strategies are put forward.
机译：售后服务在家电企业中起着越来越重要的作用。在研究家用电器的售后服务时，定量分析应该侧重于分析，而不仅仅是定性分析。另外，应该区分每个节点的重要性。针对这两个问题，提出了一种基于顾客满意度框架的，可以评估售后服务节点质量的，以顾客满意度为导向的售后服务指标体系，并通过关联选择对顾客满意度产生关键影响的关键指标。规则算法。重要性测试验证了挖掘结果的有效性。此外，随机森林分析了每个关键节点的重要性。此外，通过多元线性回归对关键节点进行定量分析，并验证了消费水平的调节作用。最后，用卡诺理论和前景理论对结果进行解释，并提出了优化策略。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号