| 基于偏最小二乘法的民航旅客满意度及忠诚度研究 |
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| 引用本文： | 凌元辰,白京.基于偏最小二乘法的民航旅客满意度及忠诚度研究[J].飞机设计,2009,29(3):64-70. |
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| 作者姓名： | 凌元辰 白京 |
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| 作者单位： | 1. 南京航空航天大学,民航学院,江苏,南京,210016
2. 民用航空局,安全技术中心运输管理室,北京,100028 |
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| 摘 要： | 如何最大限度的保留老客户是影响民航企业未来发展的非常重要的问题,各国航空公司非常重视提高客户忠诚度的研究.研究影响客户忠诚度的因素,对于提高航空公司服务水平有着重要作用.本文运用PLS-SEM(Partial Least Square-Structural Equation Model)方法,建立了客户忠诚度评价模型;结合实际采样数据,通过忠诚度指标因子定量分析了各变量对客户忠诚度的影响,为民航企业提高客户忠诚度的研究提供了新途径.研究结果表明,影响民航企业忠诚度的因素依次是安全、企业形象和感知质量.
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| 关 键 词： | 结构方程模型 偏最小二乘法 旅客满意度 旅客忠诚度 |
A Study of Civil Aviation Customer Satisfaction and Customer Loyalty Based on PLS-SEM |
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| LING Yuan-chen,BAI Jing.A Study of Civil Aviation Customer Satisfaction and Customer Loyalty Based on PLS-SEM[J].Aircraft Design,2009,29(3):64-70. |
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| Authors: | LING Yuan-chen BAI Jing |
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| Institution: | LING Yuan-chen1,BAI Jing2 (1.College of Civil Aviation,Nanjing University of Aeronautics & Astronautics,Nanjing 210016,China)(2.Transportation Administration of CAST,Beijing 100028,China) |
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| Abstract: | Keeping the former customers to the maximum extent is so important for the future development that civil aviation corporations in different countries pay a lot of attention to improve loyalty.Studying the influencing factors of the customer loyalty can help the civil aviation corporations improving their service level.Based on Partial Least Square-Structural Equation Model(PLS-SEM),the paper proposed a Civil Aviation Customer Loyalty Model(CACLM) to test customer loyalty.Combining with the practical collect... |
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| Keywords: | structural equation model PLS-SEM customer satisfaction customer loyalty |
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