摘要
在欧美顾客满意度指数模型的基础上,提出了一种简化的能在不同的服务行业中广泛使用的比较服务质量的顾客满意度指数模型。用SAS的CALIS程序对基于该模型的调查数据进行检验表明,模型的拟和性能良好。利用CALIS统计过程可以容易地得到的感知质量和感知价值(模型中的隐变量)与顾客满意度之间的路径系数,有助于服务企业了解顾客的偏好,以供改进服务提供策略的参考。
Based on European and American CSI (Customer Satisfaction Index) models, this paper puts forward a simple CIS model, which could be used in different service sectors to compare service quality according to customers' view. The SAS CALIS program could be applied as the means to check the coherent property of the model, the result of which is acceptable . Also by means of CALIS program, it is easy to get the relationship coefficients of latent variables of the model, which could be used as the customers' signal to guide management to improve service supply strategy.
出处
《中国纺织大学学报》
CSCD
2000年第3期51-54,共4页
Journal of China Textile University
基金
国家自然科学基金项目课题
批准号为:79870056
关键词
服务业
顾客满意度指数
模型
服务质量
顾客偏好
service industry, customer satisfaction index, hypothetical testing model
