石油装备制造企业用户满意指数测评及分析  

Evaluation and analysis of customer satisfaction Index for petroleum equipment manufacturer

作　　者：胡启国[1] 张鹏[2] 秦利生[3] 

机构地区：[1]重庆交通大学机电与汽车工程学院 [2]西南石油大学建筑工程学院 [3]冀东油田生产运行处

出　　处：《石油机械》2008年第8期10-15,102,共6页China Petroleum Machinery

基　　金：国家社会科学基金项目"我国石油石化企业用户满意指数测评系统及持续改进体系研究"(06XJY003);中国石油天然气集团公司重点科学研究与开发项目

摘　　要：根据石油装备制造业的特点,借助消费者行为和用户满意理论,建立石油装备制造企业用户满意指数测评模型。当遇到模型因素间存在多重相关性,存在必须解释而又不可直接测量的变量因素,并且观测变量的满意度值常常为偏态或呈现双峰及三峰状态等问题时,可采用基于主成分和典型相关分析的偏最小二乘法(Partial Least Squares,PLS)求解模型。通过PLS对石油装备制造企业用户满意指数测评模型的计算及拟合,定量揭示出模型结构变量之间相互影响关系以及结构变量与观测变量之间的相互关系。其测评结果为企业改进产品质量,提升用户满意度提供了积极有用的信息。According to the feature of petroleum equipment manufacture enterprises,the evaluation model of customer satisfaction index for the enterprises is established with the help of consumer behavior and consumer satisfaction theory.When there exist multiple correlations among the factors in the model and variables which must be explained but cannot measured directly,and when the satisfaction degree of observation variables appears the shape of skewness or two or three peaks,the partial least squares(PLS) model can be used on.the basis of principal components and typical correlative analysis to solve the problem.PLS is used to calculate and analyze the model and disclose the correlations among the structural variables as well as the correlation between structural variables and observation variables.The evaluation result provides active and useful information for improving product quality and enhancing consumer satisfaction degree for enterprises.

关 键 词：用户满意指数 偏最小二乘法 测评模型 结构变量 观测变量 

分 类 号：F273.2[经济管理—企业管理] F407.4[经济管理—国民经济]