美国顾客满意度指数模型

文章通过借鉴美国顾客满意度指数模型的组织绩效测量方法及其在公共部门的应用模式，结合我国公共部门的特点，设计出了适合我国公共部门的公众满意度测评模型与指标体系。

Based on ACSI and its application to public organizations , this paper offers a design of public satisfaction test model and index system which is appropriate for public organizations in our country .

主要内容如下：（1）以顾客认知结构理论为基础，借用美国顾客满意度指数模型，探讨顾客个人价值对顾客忠诚的作用机理。

The major contents are including : ( 1 ) Based on the theory of customer cognitive structure , the study researches the mechanism of customer personal value influencing on customer loyalty under American Customer Satisfaction Index model .

接着以顾客满意理论为指导，借鉴美国顾客满意度指数（ACSI）模型，结合开发区投资环境各因素及投资者行为特征分析，构建出投资者满意度指数模型。

Secondly taking American Customer Satisfaction Index ( ACSI ) model for reference , investor satisfaction index model is designed based on the analysis of investor behavior features and factors of investment environment .

在评价指标体系的基础上，构建了城市轨道交通客运服务质量测评模型，通过与美国顾客满意度指数（ACSI）模型对比，全面分析本文所建模型的特点与优势。

Based on the evaluation system , this article establishes evaluation model of urban rail transit service quality . By Comparing with American Customer Satisfaction Index ( ACSI ) model , it analyzes the characteristics and superiority of the model comprehensively .