城市供水企业客户满意度的实证研究

Empirical Research on Customer Satisfaction for Urban Water Supply Enterprises

本文根据对重庆市主城区供水企业客户满意度的问卷调查,先运用因子分析法探索影响供水企业客户满意的关键要素,再通过构建客户满意的结构方程模型(Structural Equation Modeling,简称为SEM)验证关键要素与客户满意度的相关性和相关程度。最后根据分析结果提出供水企业提高客户满意度的策略建议。

This paper analyzes the data which comes from the investigation on customer satisfaction for the water supply enterprise in Chongqing. The key factors influencing customer satisfaction are obtained by using Factor Analysis. According to the analysis results, Structural Equation Modeling of customer satisfaction for the water supply enterprise is established to test the relationship and the degree of the relationship between the key factors and customer satisfaction. So finally the way to improve customer satisfaction for urban water supply enterprises is proposed.