澳洲某大学硕士毕业dissertation范例：客户满意度分析中项目层面影响的论述

It is noted that there is no “Excellent” measurement which presents Crocs Australian’s key competitive advantage because no measurements has high impact and high satisfaction. Different strategy could be applied to the other three key measurement based on area located.
值得注意的是，有没有“优秀”测量呈现鳄鱼澳大利亚的竞争优势的关键，因为没有测量具有较高的冲击和高满意度。可以应用到其他三个主要测量基于区域位于不同的策略。

Area II. To be improved area – Sales & Promotion, Order & Delivery Efficiency
Ⅱ区。要提高区域 - 销售与推广，订货及送货效率

These two measurements have high impact degree, but lower satisfaction level. They are the key areas to improve.
Area III. Surplus area – Product
Ⅲ区。剩余面积 - 产品
This measurement has less impact degree but more satisfactory. Less impact implies that the overall satisfaction would be less influenced if the level of satisfaction of product decreases. However, maintaining current performance of product to prevent it moving to discretionary area is necessary.

Area. Discretionary area – Post-sales Support
IV区。自由决定区 - 售后支持
It has less impact degree and satisfaction. There is no need to put much effect on such measurement. Organization can choose to do more or less of this area without any impact on customer service levels.
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Item-level Impact-Satisfaction analysis
项目层面的影响满意度分析

The results of measurement-level Impact-Satisfaction only provided relatively broad direction for Crocs Australian to manage key measurements. For measurements with more loaded items, evaluating the items’ impact degree and level of satisfaction is useful. Crocs management will have more clear understanding to modify customer service policies. For example, “Sales & Promotion” and “Order & Delivery Efficiency” are needed to be improved. There are 12 items loaded to them. Putting even/similar level effort on each item is not a wise action as the impact degree and level of satisfaction of items varies. Items with high impact or less satisfaction should be put as the first priority when improving the satisfaction of “Sales & Promotion” and “Order & Delivery Efficiency”.
测量水平的影响满意度的结果只提供相对大方向Crocs的澳大利亚管理关键测量。对于测量更多的加载项，评估项目的影响程度和满意程度是有用的。 Crocs的管理层将有更清晰的了解，要修改的客户服务政策。例如，“销售及推广”和“网上订货及送货效率”是需要加以改进。有12个项目加载到他们。偶/水平相近努力把每个项目上是不是一个明智的行动的影响不同项目的满意程度和水平。具有高冲击或满意度较低的项目，应把提高满意的“销售及推广”和“网上订货及送货效率”为第一优先。#p#分页标题#e#
The impact degree and level of satisfaction of 12 items loaded to “to be improved” measurements are showed in Table 12.
 
Table 12: Items impact and satisfaction (Sales & Promotion, Order & Delivery Efficiency)
表12：项目的影响力和满意度（销售与推广，订货及送货效率）

For items loaded to “Sales & Promotion”, “response to problems” has relatively high impact degree (0.392) but less satisfaction (3.467). It is the key item to improve. Increasing of satisfaction on “response to problem” will have significantly positive effect on improvement of measurement “Sales & Promotion”.
对于加载到“销售及推广”，“回答问题”具有较高的冲击度（0.392），但满意度较低（3.467）项目。这是关键的项目，以改善。提高满意“回应问题”将有显着的正面影响，改进的测量方法“销售及推广”

For items loaded to “Order & Delivery Efficiency”, “stock and order systems”, “accuracy of order”, and “completeness of order” have relatively high impact degree. Keep improving the performance of these items will increase the satisfaction of the measurement. On the other hand, the level of satisfaction of “ability of advice on product non-availability” and “order status tracking service” was less than average. These two items are also key areas to improve.

“Product” was assigned in area III which is surplus. Table 13 displays items impact and satisfaction.
“产品”被分配区III过剩。表13显示了项目的影响力和满意度。
 
Table 13: Items impact and satisfaction (Product)

Both items have relatively high level satisfaction. It’s noted that “product quality” has higher impact degree than that of “product variety”. Maintaining performance of “product quality” will have more influence effect to prevent measurement “product” moving to low impact, low satisfaction area.
这两个项目有比较高的水平的满意度。据指出，“产品质量”比“产品品种”具有较高的影响程度。在保持性能的“产品质量”，将会有更多的影响效果，以防止测量“产品”转向低冲击，低满意度区。

Post-sales support was regarded as “discretionary” due to its low impact degree and less satisfaction. According to items impact and satisfaction presented in Table 14, three items have nearly even impact on the measurement. The level of satisfaction is above average. No further action required for such items.#p#分页标题#e#
售后支持，被视为“自由裁量”，由于其较低的影响程度和满意度较低。根据表14中的件的影响和满意度，三个项目有近甚至对测量的影响。满意的水平是高于平均水平。不需要进一步行动等项目。
 
Table 14: Items impact and satisfaction (Post-sales Support)
表14：项目影响力和满意度（售后支持）