【摘要】 介绍了顾客满意的概念,对建立顾客满意度模型时所考虑的变量和变量之间的相互关系作了一般分析,并根据上述分析建立了顾客满意度的经济计量模型。这个顾客满意度的经济计量模型是一个递归模型。这个递归模型在理论上要先测量顾客期望、顾客对质量的感知和顾客对价值的感知,最后计算出顾客满意度。但是顾客期望、顾客对质量的感知、顾客对价值的感知和顾客满意度这些二级测评指标都是内生变量,无法直接测量。因此,本文首先建立并估算出这些内生变量组成建立结构方程式模型,然后估算出最终的顾客满意度的经济计量模型。更多还原

【Abstract】 Intorduces the concept of customer’s satisfactory degree,analyses the relation of the variables considered in establishing the customer’s satisfactory degree model,and establishes an economy measure model about customer’s satisfactory degree according to the above mentioned analysis.The economy measure model of this customer satisfactory degree is a recursive model. This recursive model is used to measure customer expectation , the perception of customer for quality and value before final calculation makes customer satisfactory degree. But these 2 levels measuring comment indexes about customer expectation and customer for the perception of quality, customer satisfactory degree and the perception of customer for value are raw variables,and can not be directly measured. Therefore this paper estimaties the variables to establish structural equation model at first, then estimates the economy measure model of satisfactory degree of the customers.更多还原