公共服务顾客满意度测评的结构方程模型方法  

Application of structure equation modeling in local public service sector customer satisfaction measurement

作　　者：刘武[1] 刘钊[1] 孙宇[2] 

机构地区：[1]东北大学文法学院,辽宁沈阳110004 [2]沈阳大学工商管理学院,辽宁沈阳110044

出　　处：《科技与管理》2009年第4期40-44,共5页Science-Technology and Management

摘　　要：公共服务顾客满意度测评涉及众多潜在变量的测量及因果模型的验证,应用结构方程模型(SEM)可以有效地解决这些问题。首先简要地介绍了结构方程模型方法,进而构建了两种顾客满意度指数模型用于测量沈阳市公共服务部门的顾客满意度,经过验证发现,这两种模型都具有较好的拟合度,模型A适合对具体部门的具体服务项目的绩效评估,而模型B则更适合一般性的公众满意度评估。Structure equation modeling （SEM） offers a strong tool for measuring latent variable and verifying the causality models in local public services sector customer satisfaction measurement. This article first briefly introduced the SEM, then constructed two kind of customer satisfaction index model to use in surveying the Shenyang public sector＇s customer degree of satisfaction, after the confirmation discovered that these two kind of models had the good fitting, but model a suited to the concrete department＇s concrete service special case appraisal, but model B was more suitable the general public degree of satisfaction appraisal.

关 键 词：SEM 公共服务 满意度指数模型 

分 类 号：F274[经济管理—企业管理]