澳洲某大學碩士畢業(yè)dissertation范例：客戶滿意度分析中項目層面影響的論述

It is noted that there is no “Excellent” measurement which presents Crocs Australian’s key competitive advantage because no measurements has high impact and high satisfaction. Different strategy could be applied to the other three key measurement based on area located.
值得注意的是，有沒有“優(yōu)秀”測量呈現鱷魚澳大利亞的競爭優(yōu)勢的關鍵，因為沒有測量具有較高的沖擊和高滿意度?？梢詰玫狡渌齻€主要測量基于區(qū)域位于不同的策略。

Area II. To be improved area – Sales & Promotion, Order & Delivery Efficiency
Ⅱ區(qū)。要提高區(qū)域 - 銷售與推廣，訂貨及送貨效率

These two measurements have high impact degree, but lower satisfaction level. They are the key areas to improve.
Area III. Surplus area – Product
Ⅲ區(qū)。剩余面積 - 產品
This measurement has less impact degree but more satisfactory. Less impact implies that the overall satisfaction would be less influenced if the level of satisfaction of product decreases. However, maintaining current performance of product to prevent it moving to discretionary area is necessary.

Area. Discretionary area – Post-sales Support
IV區(qū)。自由決定區(qū) - 售后支持
It has less impact degree and satisfaction. There is no need to put much effect on such measurement. Organization can choose to do more or less of this area without any impact on customer service levels.
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Item-level Impact-Satisfaction analysis
項目層面的影響滿意度分析

The results of measurement-level Impact-Satisfaction only provided relatively broad direction for Crocs Australian to manage key measurements. For measurements with more loaded items, evaluating the items’ impact degree and level of satisfaction is useful. Crocs management will have more clear understanding to modify customer service policies. For example, “Sales & Promotion” and “Order & Delivery Efficiency” are needed to be improved. There are 12 items loaded to them. Putting even/similar level effort on each item is not a wise action as the impact degree and level of satisfaction of items varies. Items with high impact or less satisfaction should be put as the first priority when improving the satisfaction of “Sales & Promotion” and “Order & Delivery Efficiency”.
測量水平的影響滿意度的結果只提供相對大方向Crocs的澳大利亞管理關鍵測量。對于測量更多的加載項，評估項目的影響程度和滿意程度是有用的。 Crocs的管理層將有更清晰的了解，要修改的客戶服務政策。例如，“銷售及推廣”和“網上訂貨及送貨效率”是需要加以改進。有12個項目加載到他們。偶/水平相近努力把每個項目上是不是一個明智的行動的影響不同項目的滿意程度和水平。具有高沖擊或滿意度較低的項目，應把提高滿意的“銷售及推廣”和“網上訂貨及送貨效率”為第一優(yōu)先。#p#分頁標題#e#
The impact degree and level of satisfaction of 12 items loaded to “to be improved” measurements are showed in Table 12.
 
Table 12: Items impact and satisfaction (Sales & Promotion, Order & Delivery Efficiency)
表12：項目的影響力和滿意度（銷售與推廣，訂貨及送貨效率）

For items loaded to “Sales & Promotion”, “response to problems” has relatively high impact degree (0.392) but less satisfaction (3.467). It is the key item to improve. Increasing of satisfaction on “response to problem” will have significantly positive effect on improvement of measurement “Sales & Promotion”.
對于加載到“銷售及推廣”，“回答問題”具有較高的沖擊度（0.392），但滿意度較低（3.467）項目。這是關鍵的項目，以改善。提高滿意“回應問題”將有顯著的正面影響，改進的測量方法“銷售及推廣”

For items loaded to “Order & Delivery Efficiency”, “stock and order systems”, “accuracy of order”, and “completeness of order” have relatively high impact degree. Keep improving the performance of these items will increase the satisfaction of the measurement. On the other hand, the level of satisfaction of “ability of advice on product non-availability” and “order status tracking service” was less than average. These two items are also key areas to improve.

“Product” was assigned in area III which is surplus. Table 13 displays items impact and satisfaction.
“產品”被分配區(qū)III過剩。表13顯示了項目的影響力和滿意度。
 
Table 13: Items impact and satisfaction (Product)

Both items have relatively high level satisfaction. It’s noted that “product quality” has higher impact degree than that of “product variety”. Maintaining performance of “product quality” will have more influence effect to prevent measurement “product” moving to low impact, low satisfaction area.
這兩個項目有比較高的水平的滿意度。據指出，“產品質量”比“產品品種”具有較高的影響程度。在保持性能的“產品質量”，將會有更多的影響效果，以防止測量“產品”轉向低沖擊，低滿意度區(qū)。

Post-sales support was regarded as “discretionary” due to its low impact degree and less satisfaction. According to items impact and satisfaction presented in Table 14, three items have nearly even impact on the measurement. The level of satisfaction is above average. No further action required for such items.#p#分頁標題#e#
售后支持，被視為“自由裁量”，由于其較低的影響程度和滿意度較低。根據表14中的件的影響和滿意度，三個項目有近甚至對測量的影響。滿意的水平是高于平均水平。不需要進一步行動等項目。
 
Table 14: Items impact and satisfaction (Post-sales Support)
表14：項目影響力和滿意度（售后支持）