基于结构方程模型的客户满意度建模及参数估计方法  

Research on Customer Satisfaction Modeling and Parameter Estimation Method Based on Structural Equation Model

作　　者：向坚持[1,2] 陈晓红[1] 

机构地区：[1]中南大学商学院,中国长沙410083 [2]湖南师范大学计算机教学部,中国长沙410081

出　　处：《湖南师范大学自然科学学报》2009年第2期31-36,共6页Journal of Natural Science of Hunan Normal University

基　　金：湖南省科技厅科研资助项目(2008FJ3055)

摘　　要：客户满意度是客户关系管理研究的重要内容之一.客户满意度模型和模型参数估计是客户满意度研究的重点和难点问题.从客户关系管理视角结合结构方程模型理论,提出了一种新的客户满意度结构方程模型并进行了实证检验,并对模型常用参数估计方法进行了探讨.Customer satisfaction is one of the important fields of customer relationship management research. Customer satisfaction model and the model parameters estimation are two important and difficult problems for customer satisfaction study. From the perspective of customer relationship management, combined with structural equation modeling theory, a new customer satisfaction structural equation model is presented and tested, then commonly used of parameter estimation methods for models is studied.

关 键 词：客户关系管理 客户满意度 结构方程模型 参数估计 

分 类 号：F830[经济管理—金融学]