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Criterion on measurement of satisfaction in household and similar electronic and electrical appliance service
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SB/T 10425-2007
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Basic data | Standard ID | SB/T 10425-2007 (SB/T10425-2007) | | Description (Translated English) | Criterion on measurement of satisfaction in household and similar electronic and electrical appliance service | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A10 | | Classification of International Standard | 03.080.01 | | Word Count Estimation | 28,293 | | Date of Issue | 2007-05-30 | | Date of Implementation | 2007-11-01 | | Quoted Standard | GB/T 19000-2000 | | Regulation (derived from) | China Industry Standard Filing Announcement 2007 No.7 (Total No.91) - Chinese standardization 2007/09 | | Issuing agency(ies) | Ministry of Commerce of the People's Republic of China | | Summary | This standard provides a comprehensive evaluation model and the evaluation index system of household and similar electrical service customer satisfaction, survey evaluation model and the evaluation index system services of different service categories of customer satisfaction, basic requirements of a sample survey, , survey questionnaire design implementation and data processing and data analysis and so on. This standard applies to household and similar electrical service industry to carry out service and customer satisfaction measurement services for parties satisfaction survey. | SB/T 10425-2007: Criterion on measurement of satisfaction in household and similar electronic and electrical appliance service
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Criterion on measurement of satisfaction in household and similar electronic and electrical appliance service
ICS 03.080.01
A10
Record number. 20845-2007
People's Republic of China domestic trade industry standard
Household and similar electrical services
Customer satisfaction measurement specification
Released on.2007-05-30
2007-11-01 implementation
Published by the Ministry of Commerce
Content
Foreword III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 General 2
5 Establish an evaluation system 3
6 Evaluation Model 3
7 Questionnaire Design 4
8 Basic requirements for sample surveys 5
9 Survey implementation 6
10 Data Processing 6
11 Data Analysis 7
Appendix A (Normative Appendix) Service Supplier Satisfaction Measurement Model and Evaluation Indicator System 9
Appendix B (Normative Appendix) Comprehensive Evaluation Model and Evaluation Indicator System 14
Appendix C (Normative Appendix) Sub-category survey evaluation model and evaluation index system 19
Foreword
Appendix A, Appendix B and Appendix C of this standard are normative appendices.
This standard was proposed by the China Business Federation.
This standard is managed by the Ministry of Commerce of the People's Republic of China.
This standard was drafted. China Household Electrical Appliances Maintenance Association, Haier Group, Hisense Group Co., Ltd., Philips (China) Investment Co., Ltd.
Division Family Small Appliances, LG Electronics (China) After-sales Service Headquarters, Midea Household Appliances Group Co., Ltd., Sony (China) Co., Ltd., Panasonic
(Electrical) China Co., Ltd. (The above is sorted by the full name of the company).
The main drafters of this standard. Wang Yanmei, Guo Chibing, Liu Song, Yang Zhaohui, Li Xiu, Chen Yu, Song Health, Liu Ming, Liu Sai, Zhang Wei Zuo.
Household and similar electrical services
Customer satisfaction measurement specification
1 Scope
This standard specifies the comprehensive evaluation model and evaluation index system for customer satisfaction of household and similar electrical service; different service categories
Do not serve the customer satisfaction survey model and evaluation index system; the questionnaire design, the basic requirements of the sample survey, the survey implementation and
Data processing and data analysis.
This standard applies to household and similar electrical service industries to conduct service customer satisfaction assessment and satisfaction with service providers.
Evaluation.
2 Normative references
The terms in the following documents become the terms of this standard by reference to this standard. All dated references, followed by all
Modifications (not including errata content) or revisions do not apply to this standard, however, parties to agreements based on this standard are encouraged to study
Is it possible to use the latest version of these files? For undated references, the latest edition applies to this standard.
GB/T 19000-2000 Quality Management System Foundation and Terminology
3 Terms and definitions
The following terms and definitions apply to this standard.
3.1
Based on the theories of sociology, psychology and statistics, the main factors reflecting the influence of customer satisfaction and the reasons and conclusions between them are constructed.
The structural equation model of the relationship.
3.2
In the customer satisfaction causality model, the abstract, non-directly measurable variables reflected by several observed variables (assessment
The variables in the round box in the model are structural variables).
3.3
In the customer satisfaction causality model, the corresponding structural variables, specific variables that can be directly measured are reflected (the Chinese side of the evaluation model)
The variables in the box are observed variables).
3.4
The sum of all structural and observed variables used in customer satisfaction measurements.
3.5
Structural variables that directly or indirectly affect service customer satisfaction.
3.6
A structural variable that leads to customer satisfaction outcomes.
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