中文摘要：

对油田地面建设的用户进行了识别和分类,建立了影响企业用户满意度因素的三层次指标体系,给出了满意度问卷设计及调查方法.通过在用户调查问卷中设置因素重要性程度,在问卷统计的基础上确定各层测评指标的权重,使权重的确定更具客观性.所建立的油田地面建设工程企业用户满意度计算模型,为油田地面建设工程企业实施用户满意战略奠定了基础.最后,对某油田地面建设工程企业进行用户满意度测评,测评结果为油田地面建设工程企业今后应该重点改进的方向提供了理论指导.

英文摘要：

By the identifieation and classification of the users of oilfield ground construction enterprises, the index svstem with three levels affecting user satisfaction degree has been built up, at the same time, the methods of questionare design and investigation on satisfaction degree have also been given. After the importance degree of factors is designed in the user-investigating questionnaire, the weight of each level of evaluation index has been defined on the basis of questionnaire statistics so as to make the definition more objective. Therefore, the built-up calculation model of user satisfaction degree to these oilfield enterprises has laid the foundation for carrying out user satisfaction degree strategy in these enterprises. At last, the evaluation result obtained from the assessments of satisfaction degree on a certain enterprise has provided the theoretical instruction for the oilfield ground construction engineering enterprises to improve their business.