摘要
介绍了顾客满意度研究中的"重要性 绩效"分析模型,并建立了因果模型;利用主成分分析和多元回归方法确定了各因素指标的重要性;以商品房市场为实证,对顾客满意度进行了研究和测量,并对其他一些方法进行了比较和讨论。
The paper introduces the importance-performance analysis model in the research on customer satisfaction. The causal model is built and multivariate regression combined with principal components analysis is used to measure the importance of the indicators. According to it, the customer satisfaction on the commercial houses is studied and measured. Other methods are also compared and discussed.
出处
《天津大学学报（社会科学版）》
2004年第2期159-163,共5页
Journal of Tianjin University：Social Sciences
关键词
顾客满意度
“重要性一绩效”分析
主成分分析
customer satisfaction
importance-performance analysis
principal components analysis
