主成分分析法在求解CSI应用中的解析

Analysis of Application of PCA in Evaluating Custom Satisfaction Index

顾客满意度指数(CSI)作为主观性很强的指标,其定量化计算方法研究已取得突破性进展。在求解居住区物业管理满意度指数的研究中发现,当居户反映的问题的焦点比较集中时,与偏最小二乘法相比,主成分分析法有其相当地适用性。介绍主成分分析法在求解CSI中的运用步骤及对样本合理取舍的原则,文中结论是多个项目共同分析比较的结果,并为其他研究实例所证实,具相当的普适性。

Custom satisfaction index （ CSI ） is used widely in the realm of economy and management . Decisive development has been made recently in calculating the index . Studying finds that the method of principal component analysis （PCA） can also be feasible in evaluating the index. This paper analyses the application of principal component analysis （PCA） in evaluating CSI of property management and brings forward the questions that should be paid attention to in the practice.