﻿ 从结构变量本身对顾客满意度测评模型的研究分析 The Research and Analysis of Customer Satisfaction Measurement Model from the Structural Variables Itself

Statistical and Application
Vol.04 No.04(2015), Article ID:16686,7 pages
10.12677/SA.2015.44034

The Research and Analysis of Customer Satisfaction Measurement Model from the Structural Variables Itself

Jianjie Chen, Weiyan Mu

Science School, Beijing University of Civil Engineering and Architecture, Beijing

Received: Dec. 11th, 2015; accepted: Dec. 27th, 2015; published: Dec. 30th, 2015

ABSTRACT

In the market economy system, customer satisfaction is the ultimate standard to measure the quality of goods and services. Studies have shown that, the cost of developing a new customer is equivalent to the cost of maintaining an old customer of 20 times. Through the customer satisfaction index evaluation, we can make the enterprise adapt to the change from “seller’s market” to “buyer’s market” as soon as possible. Based on the real data from the survey of a tea company and starting from the structure variable itself of the model, we can study the model by using the multivariate statistical method as for path analysis, matrix analysis, validity analysis and so on. In addition, we also can measure the customer satisfaction index value of the user to a particular product or service, as well as the influence and the relationship between them, so as to we can provide constructive suggestions for the improvement of enterprise and the decision-making of government.

Keywords:Structure Variable, Customer Satisfaction Measurement, Statistical Analysis

1. 国内外顾客满意度测评模型的研究现状

21世纪是质量的世纪，质量的概念已从符合性质量发展到现今用户的适应性质量。顾客满意度测评能够利用计量经济学以及数学模型对企业当期的商品和服务进行统计分析和量化评估，并通过因素重要性推导模型判断服务中急需改进的因素，作为企业改善目前的商品和服务，维护并扩大现有客户群。

2. 模型分析的主要发现

3. 从结果变量本身对模型的统计分析

3.1. 顾客满意指数模型各潜变量影响系数的路径分析

Table 1. Variable analysis of customer satisfaction structure

Figure 1. Relationship model of customer satisfaction index structure variable and path coefficient

3.2. 顾客满意度提升方向用户改进矩阵分析

Table 2. The overall analysis of customer satisfaction index

Figure 2. User improved matrix analysis

3.3. 模型的信度和效度分析

3.3.1. 模型可行度的分析

3.3.2. 模型的效度分析

4. 总结

Table 3. Reliability statistics

Table 4. Table variance explained (Extraction method for MLM)

The Research and Analysis of Customer Satisfaction Measurement Model from the Structural Variables Itself[J]. 统计学与应用, 2015, 04(04): 305-311. http://dx.doi.org/10.12677/SA.2015.44034

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