满意基准是顾客满意测评体系设计中关键内容。论文针对现行满意测评基准存在的问题,从顾客需求动机和价值期望角度,提出顾客价值维度是满意测评基准的主要依据的观点,并以银行互动渠道满意测评为背景,给出了顾客价值维度建模框架,阐述包括确定银行互动渠道价值因素,基于顾客价值维度的顾客基准分类,以及面向对象的顾客价值维度知识表达等主要方法。

The design of the satisfaction benchmark is one of the important processes in customer satisfaction measurement system. The method of designing the evaluation benchmark for customer satisfaction based on the customer value dimensions is proposed. On the basis of this result, with the bank interacting channel as the background, the framework of customer value dimensions is built. Based on "rules plus structures", the model of customer value dimensions knowledge is designed.