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论文编号：	11651
作者编号：	2320170620
上传时间：	2020/6/19 15:45:33
中文题目：	A公司干细胞存储业务客户满意度测评与提升研究
英文题目：	Research on customer satisfaction evaluation and improvement of A company''s stem cell storage business
指导老师：	石鉴
中文关键字：	服务运营；干细胞储存业务；客户满意度；服务质量
英文关键字：	Service operation；Stem cell storage business；Customer satisfaction； The quality of service
中文摘要：	随着我国二胎政策的放开，干细胞储存行业赢来了巨大的发展空间，同时 也加强了市场竞争。当前我国干细胞行业企业的发展仍然将主要力量投入在研 发当中，而对顾客需求和满意度的关注非常缺乏，消费者的不理解和客户满意 度低对干细胞储存业务的发展起到了严重的制约作用。 A 公司作为干细胞储存业 务的龙头企业，拥有着国内最大的细胞资源存储网络和先进的细胞相关技术， 干细胞储存业务已经覆盖了全国大部分的重点省市，细胞储存量已经超过 30 万 份。本文拟通过对 A 公司干细胞储存业务的顾客满意度现状进行分析，从中发 现存在的实际问题并分析原因，提出针对性的解决方案和建议。 运用美国学者 A.帕拉舒尔曼、瓦拉里 A.莱斯摩尔和里奥那多·贝利的服务 质量模型(SERVQUAL)中的五个因素：可靠性、移情性、保证性、响应性、有 形性，作为 A 公司干细胞储存业务客户满意度的影响因素。将服务质量模型中 的指标转化成干细胞储存业务服务指标，通过问卷调查的方式对 A 公司客户进 行调查，得到 A 公司干细胞储存业务的客户预期和客户感知，分析数据后找到 客户满意度较低的环节，并基于此提出了改善措施。 本文的研究表明，在 A 公司的干细胞储存业务中，公司客户服务在可靠性、 响应性、移情性三个方面没有达到顾客期望，干细胞储存业务人员服务的时效 性不强，不能及时处理客户的问题，对客户缺乏人性化服务，对顾客投诉也缺 乏相应的应急预案。针对这些问题，本文认为 A 公司应当从顶层设计和物资投 入方面提升公司服务理念，并基于线上运营服务平台优化 A 公司运营流程，改 善客户服务流程，并加强服务员工的培养。本文的研究着眼于其干细胞储存业 务的客户服务，在针对当前该行业客户服务的研究为数不多的背景下具有创新 意义。本文针对 A 公司干细胞储存业务客户满意度提升进行研究，希望可以给 其他干细胞储存企业在满意度提升过程中提供的借鉴和参考，进一步推动干细 胞产业的发展。
英文摘要：	With the liberalization of the second child policy in China, the stem cell storage industry has won tremendous development space and at the same time strengthened market competition. At present, the development of enterprises in China's stem cell industry still invests its main forces in research and development, and there is a lack of attention to customer needs and satisfaction. Consumers' incomprehension and low customer satisfaction have severely restricted the development of the stem cell storage business. . As a leading company in the stem cell storage business, Company A has the largest cell resource storage network and advanced cell-related technologies in China. The stem cell storage business has covered most of the key provinces and cities in the country, and the cell storage volume has exceeded 300,000. This article intends to analyze the current situation of customer satisfaction of the company's stem cell storage business, find out the actual problems and analyze the reasons, and propose targeted solutions and suggestions. Using five factors from the American scholar A. Parashurman, Valari A. Lesmore and Leonardo Bailey's SERVQUAL model: reliability, empathy, assurance, Responsiveness and tangibility, as the influencing factors of customer satisfaction of company A's stem cell storage business. Transform the indicators in the service quality model into the stem cell storage business service indicators, survey customers of Company A through a questionnaire survey, and obtain the customer expectations and customer perceptions of Company A's stem cell storage business. After analyzing the data, find the customers with lower customer satisfaction. Link, and proposed improvement measures based on this. The research in this thesis shows that in the stem cell storage business of company A, the company's customer service did not meet customer expectations in terms of reliability, responsiveness, and empathy. The staff of the stem cell storage business was not timely enough to handle customers in a timely manner. Problems, lack of humanized service for customers, and lack of corresponding emergency plans for customer complaints. In response to these problems, this article believes that Abstract III Company A should improve its service concept from the top-level design and material input, and optimize Company A's operating processes, improve customer service processes, and strengthen the training of service employees based on the online operation and service platform. The research in this article focuses on customer service for its stem cell storage business, which is innovative in the context of the few studies on customer service in this industry. This article studies the improvement of customer satisfaction in the stem cell storage business of Company A, and hopes that it can be used as a reference for other stem cell storage companies in the process of improving satisfaction and further promote the development of the stem cell industry.
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