从顾客心理学角度论如何提高顾客满意度

长沙民政职业技术学院毕业实践报告

题目：从顾客心理学角度论如何提高满意顾客度

指导老师：_____ _刘玉丹_____覃蔚__ ______

系别：______ 应用外语系__________ _____

班级：______ 商英0833班_________ _____

学号：0827023303_ _0827023314 0827023320

姓名：廖艳霞何丹吴雨晴

2011年 3月 16日

摘要：从20世纪70年代开始,国外学者就开始了对顾客满意度的研究。顾

客满意度既是顾客本人再购买的基础,也是影响其他顾客购买的要素。对于企业

来说,使顾客满意,是企业赢得顾客、占领和扩大市场、提高效益的关键。从顾客心理的角度，用顾客的观点来分析考虑顾客的需求，尽可能维护客户的利益，努力让顾客满意已成为企业立足的市场法宝，追求较高的顾客满意度已成为企业的一种经营目标。在此，我们通过了解顾客心理来提高顾客满意度，从产品、服务、企业的顾客文化三方面分析了影响顾客满意的因素，并从顾客心理学角度论分析了提高顾客满意度的策略方法。

Abstract：Begin from the 1970s , the overseas scholar started to research the customer degree of satisfaction .The customer degree of satisfaction is not only the foundation which customer purchases again, also affects the essential factor which other customers purchase .The key of the enterprise is to makes the customer to be pleased, win customers, seizes and expands the market, to raise the benefit. From the customer psychology's angle, analyzes with customer's viewpoint considered that customer's demand, maintains the customer as far as possible the benefit, lets the customer satisfy diligently has become the enterprise foothold the market magic weapon, the pursue high customer degree of satisfaction has become enterprise's one kind of operation objectives. Here, we through understood that the customer psychology enhances the customer degree of satisfaction, from the product, the service, enterprise's customer culture three aspects analyzed has affected the customer satisfactory factor, and discussed from the customer psychology angle analyzes enhanced the customer degree of satisfaction the strategy method.

关键词：顾客；顾客心理；顾客满意度

Key words: Customer; Customer psychology; Customer degree of satisfaction

毕业实践报告目录

第一章案例分析

1.1北京新世纪日航饭店的概况-------------------------------(4) 1.2酒店服务中的顾客投诉及服务改进----------------------(4) 1.3从心理学角度提高顾客的满意度-------------------------(5) 第二章顾客满意度的概念及与心理学的关系---------------(6)

2.1 顾客满意度的概念-----------------------------------------(6) 2.2顾客满意度与心理学的密切关系------------------------(6) 第三章影响顾客满意度的因素---------------------------------(6)

3.1产品因素-----------------------------------(7) 3.2服务因素-----------------------------------(7) 3.3企业的顾客文化因素-------------------------(7) 第四章从顾客心理学角度论提高顾客满意度的策略方法------------------------------------------------------------------------(7)

4.1建立顾客满意的理念-------------------------(7) 4.2提供顾客满意的产品和服务-------------------(8) 4.3加强对顾客信息的收集-----------------------(8) 4.4建立科学合理的顾客投诉体系-----------------(9) 4.5加强顾客服务人员的培训，确保顾客满意度-----(10) 致谢------------------------------------------------------------------(11)参考文献------------------------------------------------------------(12)