电信企业顾客满意度前置因素设计及卡诺模型的实证分析

An Empirical Research on Design of Antecedents of Customers' Satisfactory Degree for Telecom Enterprises and Its Kano Model

在主流顾客满意度模型分析的基础上,明确了电信企业顾客满意度的前置因素以及前置因素的各观测变量,通过卡诺模型对各因素与观测变量进行了实证分析,确定了各变量对顾客满意度的影响程度,提出了电信企业提升顾客满意度的思路。

Based on the analysis of the model of the satisfactory degree of the mainstream customers, this research clarifies the antecedents of customers＇ satisfactory degree of Telecom enterprises and the variety of observing variables; It carries out a empirical exploration on every single factor and all the observing variables through the Kano model, distributing the influences of the variables on the customers＇ satisfactory degree and coming up with the ways of promoting the customers＇ satisfactory degree for Telecom enterprises .