摘要
本文分别以不同的测量题项测量服务质量、客户付出和服务价值,建立了以服务质量和客户付出为自变量的服务价值计量结构方程模型。通过对模型的检验,最后用AMOS7.0建模软件得到各结构变量之间的标准化回归系数,运用该模型对汽车经销商服务价值计量进行了实证研究。
The thesis measures service quality, customers＇ cost and service value through different tests, and establishes the structure equation model of service value assessment taking the service quality and the customers＇ cost as the independent variable. Through examing the model, it finally makes use of AMOS 7.0 modelling software to obtain standardized regression coefficient among various structures＇ variable; it conducts the real diagnosis on the automobile dealers＇ service value by this model.
出处
《四川职业技术学院学报》
2008年第1期16-18,共3页
Journal of Sichuan Vocational and Technical College
关键词
服务质量
客户付出
服务价值
结构方程模型
Service Quality
Customers＇ Cost
Service Value
The Structure Equation Model
