第三方物流企业顾客满意度指数模型实证研究  

An Empirical Study on Customer Satisfaction Index Model of Third Party Physical Distribution Enterprise

作　　者：周华银[1] 韩树荣[1] Zhou Huayin Han Shurong

机构地区：[1]太原科技大学经济与管理学院,太原030024

出　　处：《人力资源管理：学术版》2009年第8期125-127,共3页

摘　　要：顾客满意度正在逐渐成为世界各国普遍采用的衡量经济产出和人民幸福程度的软指标。特别是对第三方物流企业，客户满意度是企业持续发展的源泉。本文基于计划行为理论、科技接受模型建立了物流企业顾客满意度指数模型，并运用结构方程模型（SEM）估计技术中的偏最小二乘（PLS）路径分析方法对测评模型进行了检验和参数求解；最后通过实证检验表明本文所建立的顾客满意度指数模型拟合度较高，并得到了各变量之间的相关系数。The customer degree of satisfaction is becoming a Soft target used in Various countries which can Weighs economic output and the people＇s happy degree. Especially to the third party distribution enterprise, the customer degree of satisfaction is fountainhead resources to the enterprise sustained development, the paper bases on the Theory of Planned Behavior,Technology Acceptance Model, a customer satisfaction index model of third party distribution enterprise is described. The measurement model is tested and parameters are estimated by means of structural equation modeling with partial least square method. Finally, the experimental research indicates the proposed evaluation model of the third party distribution enterprise customer satisfaction has higher goodness of fit, and the coefficients between variables are also estimated.

关 键 词：第三方物流企业 顾客满意度 结构方程模型 PLS路径分析 

分 类 号：F253[经济管理—国民经济]