互联网接入服务客户满意度实证研究——以陕西省为例

An Empirical Study of Internet Access Service's Customer Satisfaction Index with Shaanxi Province as an Example

针对陕西省网站用户流失率超过80%反映出的陕西省互联网接入服务客户满意度指数很低的现实,构建互联网接入服务客户满意度模型,在对陕西省223家网站用户抽样问卷调查的基础上,运用结构方程模型,实证分析互联网接入服务客户满意度及其影响因素的关系,认定接入资费、客户沟通、硬件设施、服务质量及客户关怀对网站用户满意度都有显著影响,提出提升满意度的几点对策。

According to the statistical data from Ministry of Industry and Information Technology,web site users loss rate exceeds 80% in Shaanxi province.It is observed that internet access service＇s customer satisfaction index is very low in Shaanxi province.The paper constructs internet access service customer＇s satisfaction model,applies structure equation model to analyze the relationship between the internet access service＇s CSI and its influence factors based on 223 websites user sampling questionnaire survey in Shaanxi province,and draws a conclusion.According to the importance sorting,access fees,customer communication,hardware facilities,service quality and customer care all have significant influence on CSI.Finally,the paper puts forward several countermeasures to improve CSI.