【摘要】 介绍了顾客满意度研究中的"重要性 绩效"分析模型,并建立了因果模型;利用主成分分析和多元回归方法确定了各因素指标的重要性;以商品房市场为实证,对顾客满意度进行了研究和测量,并对其他一些方法进行了比较和讨论。更多还原

【Abstract】 The paper introduces the importance-performance analysis model in the research on customer satisfaction. The causal model is built and multivariate regression combined with principal components analysis is used to measure the importance of the indicators. According to it, the customer satisfaction on the commercial houses is studied and measured. Other methods are also compared and discussed.更多还原