【作者】 汪邦军； 蒋家东； 郭丽群； 张进明；

【Author】 Wang Bangjun, Jiang Jiadong, Guo Liqun, Zang Jinming (China Aero-Polytechnology Establishment, Postcode:100028, )

【机构】 中国航空综合技术研究所；

【摘要】 本文介绍了XX航空发动机系列产品用户满意指数测评背景和调查方案,构建了航空发动机产品用户满意指数测评指标体系和模型,通过对调查结果进行信度分析、描述统计分析、模型与潜在变量关系分析、偏最小二乘回归(PLS)分析,研究了大型复杂产品/服务的用户满意指数分析技术,计算了XX航空发动机系列产品的用户满意指数,并对用户满意度-忠诚度分析模型和技术进行了探索性研究。更多还原

【Abstract】 The investigation background and a scheme of X aero-engine series products is discussed, and a customer satisfaction index (CSI) system of aero-engine product and its model is established in this paper. Based on the analysis results of the reliability , the descriptive statistics , the model relationship , the correlation between latent variables, and the result of partial least squares regression, this article researches some analysis technologies for customer satisfaction index on jumbo complex product/service. CSI of X aero-engine series products is calculated, and some exploring research model and technology is discussed in this article.更多还原