本科毕业设计论文智能手机客户满意度研究——以苹果手机为例.docx

 PAGE 1 浙江理工大学科技与艺术学院本科毕业设计（论文）  PAGE \* MERGEFORMAT 2 科技与艺术学院 本科毕业设计（论文） 题 目 系 别 专业班级 姓 名 学 号 指导老师 系主任 年 月 日  智能手机客户的满意度研究 —以苹果手机为例 摘 要： 随着社会经济文化的不断进步，科学技术迅猛发展，智能手机对我们已经不再陌生。智能手机为我们的学习工作生活所带来的便利性我们有目共睹。随着社会经济文化的不断进步，科学技术迅猛发展，信息化时代已经来临，智能手机作为信息化时代的产物在社会中广泛应用，极大地丰富了人们的日常生活，在人们生产生活中占有十分重要的地位，已经成为人们日常生活、工作不可或缺的工具。 目前，智能手机市场上厂商之间的竞争越来越激烈，光靠客户群体对智能手机的原生需求已经不能支撑智能手机厂商的可持续健康发展。而开发一个新客户的成本往往又比维护好一个老客户的成本高，各大智能手机厂商必须更加注重客户的满意度，清晰客户满意度的影响因素。本文以苹果手机为例，通过问卷调查的方式收集到苹果手机使用顾客对苹果手机评价的各项指标的综合得分，再利用层次分析法对所得到的数据进行研究,研究智能手机的客户满意度影响因素。 关健词：智能手机，客户满意度，苹果公司 Abstract: With the continuous development of social economy and culture, science and technology is developing rapidly, the smart phone is no longer strange to us. The convenience of smart phones for our learning work life is obvious to us. With the continuous development of social economy and the rapid development of science and technology, the information era has arrived, the smart phone as a product of the information era in the society, the product of a wide range of peoples daily life, in peoples production and life plays a very important role, has become an indispensable tool for peoples daily life and work. At present, the smart phone market, the competition between manufacturers is becoming more and more fierce, the primary demand for smart phones by the customer base has been unable to support the sustainable and healthy development of smart phone manufacturers. The cost of developing a new customer is often higher than the cost of maintaining a good old customer, the major smart phone manufacturers must pay more attention to customer satisfaction, customer satisfaction and customer satisfaction. Taking the apple mobile phone as an example, this paper uses the method of questionnaire survey to collect the comprehensive score of the evaluation index of the apple mobile