基于因子分析的国际海运行业客户满意度研究  

Research on Customer Satisfaction in the International Maritime Shipping Industry by Factor Analysis Method

作　　者：王震宁[1] 孟军齐 WANG Zhenning;MENG Junqi(School of Business and Economics,Zhejiang Industry&Trade Vocational College,325000,Wenzhou,Zhejiang,China;School of Management,Shenzhen Polytechnic University,518050,Shenzhen,Guangdong,China)

机构地区：[1]浙江工贸职业技术学院商贸学院,浙江温州325000 [2]深圳职业技术大学管理学院,广东深圳518050

出　　处：《特区经济》2024年第8期92-99,共8页Special Zone Economy

基　　金：广东省现代产业与中小企业创新发展研究中心、深圳职业技术大学工商管理高水平学科培育点支持。

摘　　要：在全球化背景下,海运作为国际贸易的动脉,其客户满意度直接影响航运企业的市场竞争力和长期发展。该研究采用因子分析方法,从广泛调研中筛选出满意度指标,然后提炼出影响客户满意度的7个公共因子:品牌形象与认知、航运能力与可靠、订舱能力与便捷、官网技术与支持、职员水平与素养、单证处理与效率及价格力度与灵活,进而构建了适用于国际海运业的满意度评价指标体系。最后,通过实证分析,验证了构建的指标体系的有效性、应用性和范本作用,同时也为海运企业提供了改进服务、提升满意度的具体路径与方法。In the context of globalization,maritime transportation constitutes the lifeline of interna-tional trade.Customer satisfaction,therefore,directly impacts the market competitiveness and long-term growth of shipping enterprises.This study employs factor analysis through extensive research to derive sat-isfaction indicators and identifies seven key factors commonly influencing customer satisfaction:brand im-age recognition,shipping capacity and reliability,ease of booking,website functionality and support,staff expertise and professionalism,efficient document processing,and flexible pricing strategies.These insights inform the development of an evaluation index system specifically tailored to the international maritime sector.Empirical analysis confirms the system’s effectiveness,practicality,and its exemplary role,while arming maritime firms with actionable strategies and methodologies to elevate service quality and amplify customer satisfaction.

关 键 词：国际海运 客户满意度 因子分析 评价体系 

分 类 号：F552.7[经济管理—产业经济]