顾客满意指数的结构方程模型与应用  

The linear structure relationship of CSI model and its demonstrationWang BangJun

作　　者：汪邦军[1] 王欣[1] 商广娟[1] 

机构地区：[1]中国航空综合技术研究所,北京100028

出　　处：《航空标准化与质量》2004年第3期12-15,共4页Aeronautic Standardization & Quality

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。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.[

关 键 词：顾客满意度 路径分析 控制 

分 类 号：F224[经济管理—国民经济]