基于ECSI的餐饮类团购顾客满意度测评模型研究  

作　　者：黄生权[1] 文雅[1] 

机构地区：[1]中南大学商学院

出　　处：《企业经济》2016年第5期157-162,共6页Enterprise Economy

基　　金：国家自然科学基金项目"超竞争环境下基于期权博弈的企业并购时机与条件选择研究"(项目编号:71271080);国家社会科学重点项目"区域重特大灾害社会风险演化机理研究"(项目编号:12AZD109)

摘　　要：研究顾客满意度的影响因素对餐饮类团购业的发展具有重要意义。基于欧洲顾客满意度指数模型(ECSI),结合餐饮类团购业特点,构建了餐饮类团购顾客满意度模型(COGB-CSI),并进行了实证研究。研究发现:感知服务质量、感知硬件质量、企业形象和感知软件质量是影响顾客满意度的前因变量,其影响程度按顺序依次减弱;感知价值在感知质量对顾客满意度的影响中起着中介作用。因此,建议团购网站应联合线下商家打造更好的消费体验,同时也须完善点评管理体系和售后服务体系。To do research on the influencing factors of customer satisfaction is very important to the development of catering online group buying industry. Based on the European customer satisfaction index model （ECSI）, according to the characteristics of the catering online group buying industry, this paper puts forward a customer satisfaction index model for catering online group buying （COGB-CSI）, and then conducts an empirical study. The empirical results show that： perceived service quali- ty, perceived hardware quality, corporate image and perceived software quality are the antecedents of customer satisfaction, with the effects weakened in order; perceived value plays a mediating role in the effect of perceived quality on customer satisfaction. Therefore, this paper suggests that the websites should be combined with offline businesses to create a better consumer experience, and also to improve the review management system and after-sales service system.

关 键 词：餐饮类团购 顾客满意度 ECSI 结构方程模型 

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