| SC移动公司客户满意度分析 |
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| 引用本文： | 张明珠,贺昌政.SC移动公司客户满意度分析[J].软科学,2010,24(9). |
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| 作者姓名： | 张明珠 贺昌政 |
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| 作者单位： | 四川大学工商管理学院,成都,610064 |
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| 摘 要： | 采用二阶结构方程模型研究了SC移动公司客户满意度问题,分析表明:客户满意度与客户忠诚度之间有着正相关关系,这与多数研究这两者之间关系的学者得出的结论一致;企业形象与客户忠诚度之间呈强正相关关系,这与国外研究企业形象的多数学者得出的结论一致。证实了用一阶模型,即将各商业流程与客户满意度直接相连来研究SC公司的客户满意度是不妥的。提出用结构方程路径系数计算客户满意度的方法,通过对比发现这种方法是可行的,同时结果显示SC移动公司的客户满意度较好,达到满意水平,但还有待进一步提高。
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| 关 键 词： | 移动公司 客户满意度 结构方程模型 满意度测评模型 |
The Customer Satisfaction Analysis of SC Mobile |
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| ZHANG Ming-zhu,HE Chang-zheng.The Customer Satisfaction Analysis of SC Mobile[J].Soft Science,2010,24(9). |
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| Authors: | ZHANG Ming-zhu HE Chang-zheng |
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| Abstract: | This paper analyses the SC mobile customer satisfaction by the use of a second-order structural equation modeling.The main findings are as follows: firstly,between customer satisfaction and customer loyalty,there is a positive correlation which is the same with the most foreign existing theory;secondly,there is a strong positive correlation between corporate image and customer loyalty also,and the result is consistent with some scholars' who study in this area;thirdly,we find that establishing a first-order model which is establishing a direct relationship between each item and customer satisfaction for analyzing SC Mobile customer satisfaction is not appropriate;fourthly,we suggest to use the structural equation path coefficient to calculate customer satisfaction,and find this method is feasible by comparing,at the same time,through the calculation,we find that the customer satisfaction of SC Mobile is receivable,but needing more effort to improve it. |
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| Keywords: | mobile company customer satisfaction structural equation modeling satisfaction survey model |
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