摘要
本文根据美国顾客满意度指数模型(ACSI),在对物流业和物流服务的特征进行分析的基础上,建立起了物流企业顾客满意度指数测评指标体系。并采用偏最小二乘法(PLS)对模型进行参数估计,构筑物流企业顾客满意度指数测评模型,实现了对物流企业顾客满意度指数测评的研究。
Based on the analysis of the characteristics of logistics industry and logistics service, this paper establishes the customer satisfaction index system in logistics enterprises according to ACSI. By use of Partial Least-Squares Regression for the parameters estimate of the CSI model, we complete the study on measurement of customer satisfaction index in logistics enterprises.
出处
《物流科技》
2006年第6期108-110,共3页
Logistics Sci-Tech
关键词
物流企业
顾客满意度指数
PLS
logistics enterprise
customer satisfaction index
partial least-squares regression
