根據這份分析報告，能協助個案公司對顧客需求了解更為明確，更有利於個案公司後續以此作為改善方向之依據，進而協助個案公司訂定正確的策略與目標，將公司有限資源進行更有效率之分配。 ;This study summarizes the relevant literatures, and uses the effective statistical analysis tools and methods to analyze the customer satisfaction survey data collected by the case company to understand the case company′s customer satisfaction and loyalty transition in the past five years. The goal is to help enterprises to operate an atmosphere of customer needs to increace more customer value and customer loyalty.
This study use case company’s 2012 ~ 2016 customer satisfaction survey results as rawdata and grouping the rawdata as five perspectives. Product design, product information, sales process, logistics operation and after-sales service. Then use te dynamic network data envelopment analysis tool to analysis the data. This paper explores the real problem factors of different business factors in different types of problems that affecting customer satisfaction and customer loyalty.
This analysis report can help the case company to understand their customer’s real needs by more clearly and more conductive to follow-up. The report could as a basis direction for improvement and assist the case company to set the correct company strategy and objectives. The case company could allocat the limited resources by more efficience.
