摘要
从客户满意度测评体系及其模型的建立入手,基于物流配送服务客户满意度影响因素存在多重共线性问题,采用偏最小二乘法建立以满意度影响因素为自变量,客户服务满意度为因变量的多元回归模型,最后通过实证分析,诊断配送中心提高客户满意度的薄弱环节,并提出改进建议。
The paper designs an evaluation system for customer satisfaction to improve the customer satisfaction of physical distribution center and establishes a multi-variable regression model by using partial least squares. An actual experiment of distribution center is done on the basis of SPSS statistics V17.0 platform and the features of customer satisfaction acquired.
出处
《物流技术》
2009年第9期67-69,共3页
Logistics Technology
关键词
物流配送中心
客户满意度
偏最小二乘
回归分析
physical distribution center
customer satisfaction
partial least squares
regression analysis
