深圳市南北藥行顧客忠誠度的關(guān)鍵成功因素研究.pdf

1、i孿、再扯≯專六唾碩士學(xué)位論文題目深圳市南北藥行顧客忠誠度的關(guān)鍵成功因素研究“藏洛日《域———。咝望指導(dǎo)教師—墮』、中請(qǐng)學(xué)位日期————麴業(yè)生蛆一：：!塑!!三些i；!!：!墜：l!蘭一AbstractShenzhenNaberPharmacyChainStoreCompanyLimited(abbreviatedasNaberPharmacy)isaprofessionalpharmacychainstoreandestablishe

2、din1987，ithasownedmorethanl00chainstoresinShenzhenareaUnderthemoreandmoresimilarrunningconditionsinpharmacytrade，thecustomerswhichthesellerfacingarenotSOdistinctdifference，NaberPharmacy’Sbusinessisnotgoodinrecentyears，if

3、NaberPharmacywantt0getridofpuzzledomandhaveabrightforeground，itmusttryitsbesttocatchmorecustomers，stepupcustomerloyaltydegreeSo，focusingorlcustomerloyaltydegreeofNaberPharmacycriticalSuccessfactors(CSF)，thisdissertation’

4、SresearchobjectisconstructionofNaberPharmacy’ScustomerloyaltydegreecriticalSUCCESSfactors(csF)modelFirstsomerelativetheoriesincustomerloyaltyarestudiedinthisthesisThenprojeetSUCCESScriteriaprojectcriticalSuccessfactorsan

5、dcustomerloyaltydegreeofNaberPharmacycriticalsuccessfactorsareanalyzedbyusingCriticalSuccessFactors(CSF)method，and15customerloyaltydegreeofNaherPharmacyCSFareextractedatthelevelofcorporationThenahypotheticalthreedimensio

6、nal(cllstomersatisfaction，customerrelationcustomervalue)CSFmodelofcustomerloyaltydegreeisconstructedThroughthesurveywiththecustomersof12chainstoreofNaberPharmacythesurveygets252piecesofeffectivedata15CSFarevalidatedbyusi

7、ngdescriptivestatisticalmethod，thethreedimensionalmodelisverifiedbyusingRtypeclusteringanalysis，itshowsthatthe15CSFbelongtofourareas，whicharestaffloyaltycustomersatisfactioncustomerrelationandcustomervalue，thenafourdimen

8、sionalCSFmodelisconstructedFinallythisdissertationpresentsspecificstrategiesforsteppingupcustomerloyaltydegreeofNaberPharmacyfromthefivedimensionsKeyWords；CustomerLoyaItyDegree；CriticalSuccessFactors；RtypeCIusteringAnaIy