【正文】 hnology and the Inter Age and the arrival of the temporal and spatial distance between people suddenly bees shortened and tight, the whole world into a village. We called it the global village. At the same time, as an important personal contact PC has been the rapid popularization of puters, including the development of personal DIY fastest puter. Compared with the DIY puter brand, its lower prices, personalized choices, bee more and more exposed to puter literacy education (especially college students) in the first choice when buying a puter. Therefore, in this environment,it is very necessary to research DIY of the puter industry. In this paper, a typical representation of the field survey of customer satisfaction with the industry on the basis of the theory of the use of customer satisfaction, CSI model, as well as the ECSI model, through qualitative and quantitative analysis of performance indicators, research customer satisfaction,customer loyalty and customer enterprise effectiveness of the relationship between. DIY industry through research, analysis of the status quo DIY market, customer satisfaction, found the problem and DIY industry observations to make some reference to the DIY market, businesstothe importance of customer satisfaction there is a new awareness. Through the study of this article, we get some very important information. The overall development of the DIY industry is in good condition, but the DIY market at the same time there are many issues, such as the number of illegal businesses in the delivery of assembly ponents, the use of false information asymmetry prices, customers at the time of purchase due to expertise limit the emergence of bad parts patibility and so on. It can be said, DIY industry has very good prospects, there is a big and lasting future development of space, while the assembly of DIY market is a game market. In this paper, through a bination of marketing analysis of consumer 5behavior, marketing personnel, customer satisfaction and other related knowledge, research DIY puter market potential problems for buyers and sellers to provide a number of practical programs to help the DIY to develop. Key words: customer satisfaction DIY customer loyalty Satisfaction survey6目 次1 引言 ............................................................................................................................5 選題背景 ..................................................................................................................5 研究的目的和意義 .................................................................................................5 文獻(xiàn) 綜述 .................................................................................................................6 研究的內(nèi)容 和方法 ..................................................................................................82 顧客滿意度的相關(guān)概 念和模型 ..............................................................................10 顧客滿意的概念 ...................................................................................................10 顧客滿意度測評(píng)模型研究 ...................................................................................103 顧客滿 意度測評(píng)總體設(shè)計(jì) ......................................................................................124 調(diào) 查研 究 ..................................................................................................................13 調(diào)查對(duì)象的選 取 ..................................................................................................13 研 究方案的設(shè)計(jì) ..................................................................................................13 調(diào)查 結(jié)果 ................................................................................................................145 建 議 ..........................................................................................................................20結(jié) 論 ............................................................................................................................23致 謝 ............................................................................................................................24參考文獻(xiàn) ......................................................................................................................25附 錄 A 調(diào)查問卷 .......................................................................................................2771 引言自從 1946 年運(yùn)行的人類第一臺(tái)電子計(jì)算機(jī)（ENIAC）埃尼阿克誕生以來，科學(xué)家對(duì)計(jì)算機(jī)的研究已經(jīng)長達(dá) 60 多年，計(jì)算機(jī)也由最初的巨型轉(zhuǎn)變?yōu)榻裉斓膫€(gè)人 PC，從原始的軍事用途滲透到今天的各行各業(yè)，并且隨著信息技術(shù)的發(fā)展，人們的生活已經(jīng)離不開網(wǎng)絡(luò)，作為主要工具的個(gè)人電腦已經(jīng)成為大眾普及品，而 DIY 市場的諸多特點(diǎn)使其成為顧客消費(fèi)的主要場所?？梢哉f，DIY行業(yè)是朝陽行業(yè)，未來存在較大和持久的發(fā)展空間，同時(shí)組裝電腦市場是一個(gè)博弈市場。通過對(duì)DIY行業(yè)的研究，分析DIY市場顧客滿意度現(xiàn)狀，發(fā)現(xiàn)存在的問題，并為DIY行業(yè)的發(fā)展提出一些參考性意見，使市場上DIY企業(yè)對(duì)顧客滿意度的重要性有全新認(rèn)識(shí)。因此，在這樣的大環(huán)境下，對(duì)DIY電腦行業(yè)的研究就顯得非常必要。與此同時(shí)，作為重要聯(lián)系方式的個(gè)人PC電腦也得到迅速普及，其中個(gè)人DIY電腦的發(fā)展最為迅速。涉密論文按學(xué)校規(guī)定處理。作者簽名： 日期： 年 月 日學(xué)位論文版權(quán)使用授權(quán)書本學(xué)位論文作者完全了解學(xué)校有關(guān)保留、使用學(xué)位論文的規(guī)定，同意學(xué)校保留并向國家有關(guān)部門或機(jī)構(gòu)送交論文的復(fù)印件和電子版，允許論文被查閱和借閱。對(duì)本文的研究做出重要貢獻(xiàn)的個(gè)人和集體，均已在文中以明確方式標(biāo)明。作者簽名：　　 　 　　 日　 期：