| 崔慧,武志昂.关于CRO企业客户满意度影响因素调查研究[J].中国药事,2018,32(8):1112-1119 |
| 关于CRO企业客户满意度影响因素调查研究 |
| An Investigation Study on Influencing Factors of Customers' Satisfaction for CRO Enterprises |
| 投稿时间：2018-04-10 |
| DOI：10.16153/j.1002-7777.2018.08.017 |
| 中文关键词: 医药研发外包 客户满意度 影响因素 |
| 英文关键词: Contract Research Organization (CRO) customers' satisfaction influencing factors |
| 基金项目: |
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| 摘要点击次数: 1442 |
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| 中文摘要: |
| 目的：本文通过对CRO企业客户满意度的影响因素进行筛选及重要性的排序，找出关键要素，以期为CRO企业提高客户满意度提供相关指导性建议。方法：通过文献研究法，在顾客满意理论的指导下，对CRO企业客户满意度的影响因素进行初步提取。并通过问卷调查法以及层次分析法，对提取后的因素进行筛选及重要性的排序。结果：服务质量和企业形象对CRO企业客户满意度的影响较大，服务价格的影响相对较小。结论：影响因素的重要性排序结果可作为CRO企业在服务过程中提高客户满意度的参考与依据。 |
| 英文摘要: |
| Objective:To screen and rank the influencing factors of customers' satisfaction for CRO enterprises, find key factors and put forward relevant suggestions for CRO enterprises to increase their customers' satisfaction. Methods:Through the literature research and the guidance of customer satisfaction theory, the influencing factors of customers' satisfaction for CRO enterprises are extracted. Furthermore, with the help of questionnaire survey and Analytic Hierarchy Process (AHP), the extracted factors were screened and ranked according to their importance. Results:Service quality and corporate image had greater impact on the customers' satisfaction for CRO enterprises while the impact of service price was relatively small. Conclusion:The ranking results according to the importance of influencing factors can serve as a reference for CRO enterprises to increase customers' satisfaction in the service process. |
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