建筑施工企业客户满意指数研究

Study on Customer Satisfaction Index of Construction Enterprises

随着建筑市场的竞争增大,客户满意直接影响施工企业的发展。基于客户满意研究理论,本文主要以影响施工企业客户满意度的影响因素,建立建筑施工企业客户满意数学模型,采用偏最小二乘法回归线性分析和主成分分析法,构建隐变量与观测变量之间的线性关系。通过对成都某建筑施工企业客户满意指数评价,得出各隐变量对企业客户满意正相关影响的结论,其中感知价值是客户满意的重要指标,最终从结论分析中为建筑施工企业客户满意提供有用的信息。

With the growing competition in the construction market,customer satisfaction level directly affects the development of construction enterprise.Based on the customer satisfaction research theory,this paper mainly analyzes and discusses the important factors that affect customer satisfaction level in construction companies,which aims to establish the mathematical model of customer satisfaction level in construction enterprises.In this article,Partial Least Squares Regression Linear Analysis and Principal Components Analysis are applied so as to construct a linear relationship between hidden variables and observed variables.Through the evaluation of customer satisfaction index for a construction enterprise in Chengdu,this paper make a conclusion that hidden variables have a positively correlated impact on enterprise’s customer satisfaction level,and perception value is an important indicator of customer satisfaction level.Finally,this study will help provide useful information for the construction enterprise’s customer satisfaction level through above conclusion and analysis.