基于PLS路径模型的烟草商业企业卷烟零售户满意度测评研究

Study on the Satisfaction Degree of Cigarette Retailers Based on PLS Path Model

卷烟零售客户满意度是衡量烟草商业企业服务工作质量的重要指标,零售客户满意度的高低直接影响到企业的生存及行业的可持续发展。针对难以精确评估测量卷烟零售客户对烟草商业企业所提供服务的满意度的问题,论文对CCSI(中国顾客满意度指数)做了适当的修改,建立了卷烟零售户对烟草商业企业满意度测评指标体系。

Cigarette retail customer satisfaction is an important indicator to measure the quality of service of tobacco commercial enterprises, retail customer satisfaction degree directly affects the survival and sustainable development of enterprises. For cigarette retailers to provide services to the tobacco business enterprise satisfaction difficult to accurately assess the measurement problem, based on CCSI （Chinese Customer Satisfaction Index） made the appropriate changes, the establishment of the tobacco business enterprises of cigarette retail customer satisfaction index system.