结构方程模型在风云卫星数据服务满意度测评中的应用研究

Application of structure equation model in service satisfaction assessment of FY satellite data

将结构方程模型应用于风云卫星数据服务满意度研究,从平台使用、服务流程、服务响应、服务内容、服务主动性、服务宣传六个方面构建结构方程模型,通过问卷调查收集数据,采用验证性因子分析法,进行信度和效度检验,并采用潜在变量路径分析法,探讨了评价模型中各因素间的相互作用机制。结果表明完整的服务内容有助于提高平台使用满意度以及用户对服务产品、服务方式、服务内容的认知度,规范的服务流程有助于提高服务响应的及时性,此外,服务主动性对服务响应和服务宣传均存在显著正向影响。

Based on the structure equation model built by convenience, service procedure, service response, content integrity, service initiative and service cognition, the service satisfaction assessment of FY satellite data was made. According to the data collected by the survey, confirmatory factor analysis （CFA） and potential variables tracking analysis, the interaction mechanism of the evaluation model between various factors were discussed. The result shows that content integrity is helpful to improve satisfaction of website, and the recognition of service product, service mode and service content. Standardized service procedure would help to improve the timeliness of service response. Beyond that, service initiative has significantly positive effect on service response and service cognition.