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Методы измерения лояльности и удовлетворенности клиентов на основе опросов

магистерская диссертация
descriptionPublicationkeyboard_double_arrow_right Other literature type 01 Jan 2017 Russian Publisher:Санкт-Петербургский политехнический университет Петра Великого

doi: 10.18720/spbpu/2/v17-5830

Методы измерения лояльности и удовлетворенности клиентов на основе опросов

Abstract

Проанализированы понятия лояльности и удовлетворенности клиентов. Продемонстрированы индексы, которые позволят измерить эти показатели. На основе анализа Ð´Ð°Ð½Ð½Ñ‹Ñ Ð¿Ð¾ опросу клиентов сервиса eLama.ru, удалось выявить самый удовлетворенный и самый неудовлетворенный сегмент, а также определить уровень лояльности и удовлетворенности клиентов сервиса в целом. Предоставлены рекомендации по улучшению методики измерения лояльности и удовлетворенности клиентов. Предложено усовершенствование услуг сервиса. На основании опроса был сделан вывод, что клиентам Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð° услуга по анализу и доработке Ñ€ÐµÐºÐ»Ð°Ð¼Ð½Ñ‹Ñ ÐºÐ°Ð¼Ð¿Ð°Ð½Ð¸Ð¹. Сформулирована концепция новой услуги. Проверка концепции показала целесообразность ее реализации.

Keywords

лояльность клиентов, услуги сервиса, опросы, удовлетворенность клиентов

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Powered by OpenAIRE graph
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
Average
Average
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