摘要
将客户关系管理(CRM)的满意度理论引入铁路运输的大客户管理中,定义了铁路大客户满意度,结合铁路货物运输的特点构建了铁路大客户满意度指数模型,并采用偏最小二乘法路径分析方法对参数进行估计。最后通过实例对目前铁路大客户的满意度进行了研究。
In this paper, customer satisfaction concept of CRM is introduced into railway major clients management. The concept of railway major clients＇ satisfaction degree is defined. By taking into account the characteristics of railway freight transportation, the railway major clients satisfaction index model is established and the parameters are estimated by means of PSL. Finally, railway major clients＇ satisfaction degree is studied by the experimental research.
出处
《铁道运输与经济》
北大核心
2007年第10期76-78,共3页
Railway Transport and Economy
