电信行业客户满意度测评模型的建立

Establishment of the customer satisfaction assessment model for the telecom industry

在借鉴美国客户满意度指数(ACSI)模型的基础上,针对电信行业的特点,增加"品牌形象"作为影响客户满意度的一个前置因素,建立了电信行业客户满意度测评的概念模型,并对概念模型进行拟合优度检验和假设检验。结果表明,新模型的拟合效果优于ACSI模型,品牌形象的Cronbach Alpha值为0.848,说明各个测评指标能很好地测评品牌形象,其内部一致性较好。

Based on the American Customer Satisfaction Index （ACSI） model and the characteristics of the telecom industry, this article increases ＂brand image＂ as a lead influence factor of customer satisfaction, establishes the customer satisfaction conceptual model of the telecom in- dustry and does goodness testing and hypothesis testing of the conceptual model . The results show that the fitting effect of the new model is better than ACSI model and the Cronbach Alpha value of the brand image is 0. 848, which shows each assessment index can well evaluation brand image and its internal consistency is good.