| 顾客满意指数的结构方程模型与应用 |
| |
| 引用本文： | 汪邦军,王欣,商广娟.顾客满意指数的结构方程模型与应用[J].航空标准化与质量,2004,2(3):12-15. |
| |
| 作者姓名： | 汪邦军 王欣 商广娟 |
| |
| 作者单位： | 中国航空综合技术研究所,北京,100028 |
| |
| 摘 要： | 分析了经典的顾客满意指数的结构关系模型的基本原理;结合企业顾客满意指数测评的实际案例,给出了结合偏最小二乘回归(PLS)方法的顾客满意指数测评的线性结构关系(LISREL)路径分析的实施途径。此外,还通过控制某些中间变量的作用,研究了原因变量对结果变量影响作用分解的一般模式。
|
| 关 键 词： | 顾客满意度 路径分析 控制 |
| 文章编号： | 1003-6660(2004)03-0012-04 |
| 修稿时间： | 2003年12月3日 |
The linear structure relationship of CSI model and its demonstration |
| |
| Wang Xin,Shang GuangJuan.The linear structure relationship of CSI model and its demonstration[J].Aeronautic Standardization & Quality,2004,2(3):12-15. |
| |
| Authors: | Wang Xin Shang GuangJuan |
| |
| Abstract: | The principle of the structure relationship of the typical model of customer satisfaction index isdiscussed . Based on a real case in the measurement of the customer satisfaction index of commerce enterprises inBeijing, provides you with the approach associated with PLS method in solving the path analysis problem on linearstructure relationship in measuring customer satisfaction index. Additionally, a general model about how to analysisthe effectiveness of the cause variables vs the result variables,is discussed by controlling the effectiveness of somemid- variables. |
| |
| Keywords: | customer satisfaction index path analysis control |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
|
