摘要
将结构方程模型方法用于高校顾客满意度研究,可以借助观测模型和结构模型来探索潜变量及其相互间的因果关系。依据高等教育服务质量的特性和顾客满意理论,对构成顾客满意及其因果变量的相互关系进行分析和模型的路径设计,构建了高校顾客满意度模型,并借助PLS路径分析软件进行了实证分析,证实模型有较好的拟合度。
Applying the structural equation model to the research of customer satisfaction in higher education, we can easily explore the latent variables and their relationship. According to the characteristics of higher education service quality and the theory of customer satisfaction, the paper constructs a higher education customer satisfaction model after analyzing the relations between customer satisfaction and its cause／effect variables and designing their paths. This model is proved to be higher goodness-of-fit in terms of case study by PLS path modeling software.
出处
《系统工程》
CSCD
北大核心
2007年第11期85-90,共6页
Systems Engineering
基金
中国高等教育学会"十一五"规划课题(06AIL0090143)
关键词
结构方程
顾客满意度
模型
高等教育
Structual Equation
Customer Satisfaction Index
Model
Higher Education
