摘要
建立汽车维修企业顾客满意度测评结构模型,在问卷调研数据的基础上,基于结构方程,利用SPSS15.0软件的统计计算功能,得到潜在变量的数学模型,建立了顾客满意度测评的量化结构模型,并对该模型进行了理论分析,以便为汽车维修企业提高顾客满意度提供参考。
The automobile repairing enterprise＇s customer satisfaction degree measuring structural model is built based on the data of questionnaire investigation. With structure equations, the systemic calculation function of SPSS15.0 software is used to build potential variable model. The quantitative structure model of customers＇ satisfaction degree measurement is built. The theoretical analysis of this model is done to provide reference for automobile repairing enterprises to improve the customers＇ satisfaction degree.
出处
《山东交通学院学报》
CAS
2009年第4期9-14,共6页
Journal of Shandong Jiaotong University
基金
广东省教育厅重点教改课题基金资助项目(2008-8)
广东交通职业技术学院青年基金资助项目(2006-10)
关键词
汽车维修企业
顾客满意度
测评
结构模型
分析
automobile repairing enterprises
customers＇ satisfaction degree
assessment
structural equation model
analysis
