基于因子分析法的旅行社顾客满意度管理实证研究  

Studies on the Customer Satisfaction Management of Travel Service Basing on Factor Analysis

作　　者：程柯[1] 

机构地区：[1]河南农业大学林学院,河南郑州450002

出　　处：《信阳师范学院学报（自然科学版）》2014年第3期355-358,共4页Journal of Xinyang Normal University(Natural Science Edition)

基　　金：河南省哲学社会科学规划项目(2012BJJ015);河南省教育厅人文社会科学类青年项目(2012-QN-205)

摘　　要：以河南省郑州市某旅行社为例,发放调研问卷,利用因子分析法,确定旅行社5项重要的、具体的顾客感知质量指标;采用回归分析法,证实该5项具体指标满意度与顾客总体满意度及顾客重复购买、推荐购买行为决策之间的相关性;还借助四分图模型研究旅行社各项具体的满意度指标相应的战略管理决策类型.Taking a travel service in zhengzhou city as a study case, and using the society survey questionnaire to the guests, the concrete factors＇ importance and their satisfaction degree were discussed and picked up by adopting the methods of factor analysis. The correlation between the 5 concrete factors of the customer perceived quality, the cus- tomer overall satisfaction, the customer＇ s decisions of repeatedly purchasing and recommending other＇ s purchasing, were proved by using the methods of regression analysis. Depending on the quadrant diagram model, the concrete types of travel service＇ s CS strategic management about the 5 concrete factors of the customer perceived quality were determined.

关 键 词：旅行社服务质量 顾客满意度(CS) 因子分析 四分图模型 

分 类 号：F592[经济管理—旅游管理]