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GB/T 19038-2009 English PDF

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GB/T 19038-2009: Guidelines for model and methods of customer satisfaction measurement
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PDF similar to GB/T 19038-2009


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Basic data

Standard ID GB/T 19038-2009 (GB/T19038-2009)
Description (Translated English) Guidelines for model and methods of customer satisfaction measurement
Sector / Industry National Standard (Recommended)
Classification of Chinese Standard A00
Classification of International Standard 03.120.10
Word Count Estimation 14,121
Date of Issue 2009-09-30
Date of Implementation 2009-12-01
Regulation (derived from) Announcement of Newly Approved National Standards No. 10 of 2009 (No. 150 overall)
Issuing agency(ies) General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China
Summary This standard specifies the use of structural equation modeling method of implementing customer satisfaction survey, including the establishment of evaluation model, designed sampling scheme, select the data collection methods, questionnaire design, collection, and analysis of statistical data. This standard applies to organizations using structural equation modeling approach for the external customer satisfaction survey.

GB/T 19038-2009: Guidelines for model and methods of customer satisfaction measurement

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Guidelines for model and methods of customer satisfaction measurement ICS 03.120.10 A00 National Standards of People's Republic of China Customer Satisfaction Evaluation Model and Method Guide Posted 2009-09-30 2009-12-01 implementation Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China Standardization Administration of China released

Table of Contents

Introduction Ⅲ Introduction Ⅳ 1 Scope 1 2 Normative references 1 3 Terms and definitions 4 build customer satisfaction evaluation model 2 4.1 Model Structure 2 Mathematical model of the form 4.2 3 5 is designed sampling scheme 3 6 Select the data collection method 3 7 is designed questionnaire 3 7.1 Questionnaire structure 3 7.2 Questionnaire test and revision 4 8 collection and analysis of statistical data 4 8.1 collect data 4 8.2 Statistics 4 8.3 Analysis of data 4 Appendix A (informative) structure and the mathematical form of the model Example 6 Sampling methods in Appendix B (informative) optional 7 Annex C (informative) Reliability and Validity of 8 Annex D (informative) the importance of customer satisfaction strategy matrix analysis Example 9

Foreword

The Standard Appendix A, Appendix B, Appendix C and Appendix D is an informative annex. This standard by the national quality management and quality assurance Standardization Technical Committee (SAC/TC151) and focal points. This standard drafting units. China National Institute of Standardization, China Quality Association, the Haier Group, Grand River Group Co., Ltd. The main drafters of this standard. Kang Jian, Zheng Zhao Hong, Zhang Rongjing, salty Kui Tong Pei Fei, Wang sound, Zhu Lien, solution UN Chi, Zhengkui Jing, Feng Wei.

Introduction

Customer focus is one of the important principles of the organization's quality management, customer satisfaction survey for the organization properly and effectively improve the customer Satisfaction provides an important method. Customer satisfaction survey many methods, research has shown that structural equation modeling method is an advanced evaluation methods, this method can Enough to realize the evaluation factors not directly measurable, effectively reflect the evaluation of organizational factors concern the impact of customer satisfaction; at the same time Evaluation may be implemented in the sample size is small, and to ensure the reliability of the survey results. Given the structural equation modeling method is scientific, stability and other advantages and its wide range of applications, formulated standards. Standard specifies the test Assessment modeling, sampling design, data collection method selection, evaluation of the implementation of the questionnaire design, data collection, statistical analysis and the like involved in the process And the procedures and methods, to provide guidance for standardization of all types of organizations to carry out customer satisfaction evaluation work. Customer Satisfaction Evaluation Model and Method Guide

1 Scope

This standard specifies the use of structural equation modeling method for the implementation of customer satisfaction survey, including the establishment of evaluation model, designed sampling scheme, choose Optional data collection methods, questionnaire design, collection, and analysis of statistical data. This standard applies to organizations with external customer satisfaction survey of the method of structural equation modeling. The organization may also refer to this standard use other models to the method of evaluation of customer satisfaction.

2 Normative references

The following documents contain provisions which, through reference in this standard and become the standard terms. For dated references, subsequent Amendments (not including errata content) or revisions do not apply to this standard, however, encourage the parties to the agreement are based on research Whether the latest versions of these documents. For undated reference documents, the latest versions apply to this standard. GB/T 19000-2008 Quality Management System Fundamentals and vocabulary GB/T 3358.1-1993 statistical terms the first part of the general statistical terms

3 Terms and Definitions

GB/T 19000-2008 and GB/T 3358.1-1993 established and the following terms and definitions apply to this standard. 3.1 The recipient organization or individual product Example. Consumer, client, end-user, retailer, beneficiary and purchaser. [GB/T 19000-2008, the definition 3.3.5] 3.2 Customer requirements have been met for its degree of experience NOTE. The GB/T 19000-2008 defined in 3.1.4, the definition of the note is deleted. 3.3 Covariance matrix based on the variables to analyze a relationship between variables in multivariate statistical analysis techniques 3.4 Component structural equation model to describe the relationship between latent variable equation (3.6) of 3.5 Component structural equation model to describe the relationship between latent variable equation (3.6) with the observable variables (3.7) of 3.6 Can not be directly measured variables, such as intelligence, motivation, customer satisfaction, etc.

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