广义线性混合模型在顾客满意度研究中的应用——基于某地区银行理财产品顾客满意度的分析

An Application of Generalized Linear Mixed Model in Customer Satisfaction Research: Based on Customer Satisfaction Analysis of a Regional Bank Financial Products

在对广义线性模型与经典线性模型进行对比分析基础上,重点介绍了广义线性混合模型与估计方法及其在满意度调查数据中的模型设定与应用,并采用某调查机构在2011年1月至2012年3月期间对购买过某地区银行理财产品的客户进行的满意度调查数据进行实证分析。研究表明:相对于经典线性回归模型与广义线性模型,广义线性混合模型是分析满意度调查数据的有效方法。

The paper summarized the feature of generalized linear model and classical linear model, and then introduced the generalized linear mixed model, its estimation method and application in consumer satisfaction research. Finally, the paper made the empirical analysis on the basis of the customer satisfaction survey data for financing products in a given area. The research has shown that compared with the classical linear regression model and the generalized linear model, the generalized linear mixed model is an effective method of analysis of consumer satisfaction survey data.