摘
要
随着经济全球化进程的不断深入，国内纺织品产业加速发展，纺织品进出口量不断增加，使中国纺织品服装检测市场空间繁荣。随着我国加入
WTO
，国外检验集团进入中国参与检验市场的竞争，国内的纺织品检测机构市场开始了激烈的斗争。对于专业的纤维检验机构如何在市场经济条件下把握方向，抓住机遇、拓宽领域、谋求发展、走向市场，是专业纤检机构的发展之路。
对以提供检测服务为根本的纤维检测机构而言，客户是企业生存和发展的根本，在日常的经营活动中如何识别客户，了解客户的不同需求，提供有针对性的服务是纤检机构发展的根本。只有真正的了解客户的需求，才能最终实现客户满意。
本文以纤检机构客户分类为前提，以纤检机构客户满意度为研究对象，在充分研究前人研究成果的基础上，充分了解纤检机构的客户特点，对不同类型的客户进行客户满意度评价研究。对纤检机构的客户满意度测评，主要从服务品质、质量感知、技术能力、价值准则、其他因素五个方面，包括具体
19
个指标进行评价分析。最后，以实例来进行客户满意度的实证研究，以检测机构的真实数据进行实证研究，进一步得出该方法的可操作性，同时得出不同类型客户的客户满意度的服务关键因子，即不同客户的需求不一样，为目前纤检机构进行客户满意度管理提供了一个新的角度。同时对纤检机构提升客户满意度水平的途径、方法提出了相应的建议。
关键词：
客户满意度；纤检机构；层次分析法
Abstract
Along with economic globalization advancement unceasingly thorough, The domestic textile industry accelerates to develop, The textile import and export quantity increases unceasingly, Causes the Chinese textile clothing to examine the market space to be prosperous. Joins WTO along with our country, The overseas examination group enters China to participation examines the market the competition, The domestic textile examination organization market started the intense struggle. To grasp the direction how regarding the specialized textile fiber examination organization under the market economy condition, holds the opportunity, to expand the domain, to seek the development, the trend market, is the specialized filament examines the organization road of the development.
Speaking of take provides the examination service as the basis textile fiber examination organization, the customer is the enterprise survival and the development basis, customer satisfaction is the filament examines the profitable target which the organization management development must realize. Therefore, had the strong guidance and the usable customer degree of satisfaction evaluating indicator system and the customer degree of satisfaction generalized analysis method research examines the organization to the filament appears especially important.
This article examines the organization client segmentation take the filament as a premise, examines the organization customer degree of satisfaction take the filament as the object of study, in studies the predecessor research results fully in the foundation, understood fully the filament examines the organization the customer characteristic, conducts the customer degree of satisfaction evaluation study to the different type's customer. Examines the organization to the filament the customer degree of satisfaction evaluation, mainly from the service quality, the quality sensation, technical ability, the value criterion, the other factor five aspects, carries on the appraisal analysis including the concrete 19 targets. Finally, carries on the customer degree of satisfaction by the example the empirical study, examines the organization the real data to conduct the empirical study, further obtains this method the feasibility, simultaneously obtains the different type customer the customer degree of satisfaction service essential factor, namely the different customer's demand is dissimilar, examined the organization for the present filament to carry on the customer degree of satisfaction management to provide a new angle. Meanwhile examined the organization promotion customer degree of satisfaction level to the filament the way, the method to carry on the corresponding suggestion.
Key word:
Customer degree of satisfaction; The filament examines the organiz ation; Analytic hierarchy process
