Modeling customer satisfaction for bus rapid transit in Changzhou, China

This paper aims to develop a customer satisfaction model for bus rapid transit （BRT）. Both the socio-economic and travel characteristics of passengers were considered to be independent variables. Changzhou BRT was taken as an example and on which on-board surveys were conducted to collect data. Ordinal logistic regression （OLR） was used as the modeling approach. The general OLR-based procedure for modeling customer satisfaction is proposed and based on which the customer satisfaction model of Changzhou BRT is developed. Some important findings are concluded： Waiting sub-journey affects customer satisfaction the most, riding sub- journey comes second and arriving station sub-journey has relatively fewer effects. The availability of shelter and benches at stations imposes heavy influence on customer satisfaction. Passengers＇ socio-economic characteristics have heavy impact on customer satisfaction.

Priority of Factors Affected on Customer＇s Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process： A Case of Iranian Commercial Bank

The aim of the article is to determine the extent to which customer satisfaction＇s in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been： selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process （AHP） has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority.

CSI-Model-Based Research on Factors Affecting Rate Satisfaction of Government and Corporate CustomersTaking Special-Line Products as an Example

The rate satisfaction of government and corporate customers,to which telecom companies pay special attention,is an important part of the overall satisfaction of the market segment.Focusing on specialline products and based on interview with experts and literature review,this article builds an effect model comprising four factors affecting the major government and corporate customers' satisfaction with the rate,including cost performance,discount degree,rate communication and bill composition.Besides,employing AMOS and other analytical tools,it reveals significant positive effects of the aforementioned four factors on the customer's rate satisfaction,and arranges them in sequence according to the path coefficient of each influence.Based on quantified results,this article proposes management recommendations to improve the rate satisfaction,providing basis for research on the overall rate satisfaction optimization of government and corporate customers.

Analysis of Influence of Price to Customer Satisfaction Based on the Prediction Models

For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of customers, and it is extremely important to implement a high quality product corresponding to the real need of customers. It may have close relationship between cost and an expense to implement the individual inherent attribute of system product. Also, it may have close relationship between production cost and price of product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. In the precedent study, I have introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. In the previous study, I have also confirmed the relationship between inherent attributes of the product and quantitative result of the measured value of total customer satisfaction from the view point of six quality characteristics statistically. I performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. And, I have proposed the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product. Based on the result of previous study, in this paper, I propose the result of investigation of influence of price to customer satisfaction, and the possibility of application of estimated prediction model for improvement of the total customer satisfaction of system product based on the price of product. Also, based on the result of investigation of relationship among price and inherent attributes of product, I propose the possibility of application of estimated prediction model and improvement of the price of system product from the view point of inherent attributes of product.

A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.

Prediction Models for Total Customer Satisfaction Based on the ISO/IEC9126 System Quality Model

The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited financial resources effectively to raise the profitability of the system product, and it is necessary to realize the high quality product correspond to the customer needs as much as possible. There may be close relationship between cost of a product and an expense to implement the individual inherent attribute of system product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. However, independency among each quality characteristic has not been sure and the suitability of method for quality requirement of system product by using these six quality characteristics could not certified statistically. In the precedent study, introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. This study have measured the customer satisfaction for the system quality from the viewpoint of six quality characteristics quantitatively and confirmed the effectiveness of the technique to evaluate. In this study, we have confirmed the relationship between inherent attributes of the product and quantitative result of a measured value of total customer satisfaction from the view point of six quality characteristics statistically. This study performed the trial to clarify the relations with the inherent attributes that quantitative result of a measurement of the customer satisfaction based on six quality characteristics by the quality model of ISO/IEC9126. In addition, this study performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. In this paper, we propose the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product.

Customer Satisfaction and Hotel Brand Equity： A Structural Equation Modelling Study

In this paper, a structural equation modelling technique was used to examine the effect of brand equity on customer satisfaction in the Egyptian hotel industry. Brand equity was separated into four constructs （brand loyalty, perceived quality, brand awareness and brand associations）, and each one was examined individually. A sample of hotel guests, who accommodated at four- and five-star branded hotels, in four tourism destinations in Egypt, was selected. A structured questionnaire that included established scales was then used to measure brand loyalty, perceived quality, brand awareness, brand associations and customer satisfaction. Data were collected from 280 usable questionnaires answered by hotel guests, and the relationships among the four variables of brand equity and customer satisfaction were examined using correlation analysis and structural equation modelling. The study found that brand loyalty, brand awareness and brand associations all had a significant positive effect on customer satisfaction. Perceived quality, however, did not have any effect. These findings suggest that customer satisfaction is a reasonable measure for the success of branding activities, and that branding managers should focus on brand loyalty, awareness and associations to raise their customers＇ satisfaction.

Evaluation of the Customer Satisfaction Index for Wellhead Blowout Preventers of China’s Petroleum Industry——A new method based on PLS

This paper establishes an evaluation model of the customer satisfaction index for the wellhead blowout preventers of China＇s petroleum industry based on evaluation models of the customer satisfaction index at home and aboard, and by considering the consuming situation in China and the features of the China＇s petroleum industry. For the existence of： （1） multiple correlations among the factors in the model; （2） the variables need to be explained, but that are hard to observe; （3） the customer satisfaction degree of observation variables appears the shape of skewness or two or three peaks, the correlations between the satisfaction index and its factors cannot be described by common multiple regression. This paper uses a partial least squares （PLS） method based on principal components and typical correlative analysis to solve the problem. When PLS is used in the model of the customer satisfaction index of the wellhead blowout preventers, the latent variables and the explanation degree coefficient of the manifest variable to the corresponding latent variables are estimated by PLS path analysis, and the influencing coefficient among the latent variables in the model is estimated by PLS regression analysis. PLS is also be used to calculate and analyze the model and disclose the correlations among the structural variables as well as the correlation between structural variables and its corresponding observation variables, evaluating results of which provide useful information for petroleum industry to improve the product quality and to the enhancement of the customer satisfaction to the product.

Influencing factors of customer satisfaction towards ride-sharing

Based on the SOR model, this paper constructs the model of the influence factors of ride-sharing customer satisfaction, and takes Didi Chuxing users as an example for empirical research. The analysis shows that the reference group and interpersonal interaction have significant impacts on customer satisfaction through four dimensions, namely perceived usefulness, perceived ease of use, perceived travel risk and perceived service quality, while the impact of perceived platform risk on customer satisfaction is not significant. Meanwhile environmental awareness moderates the relationship between customer perceptions and their satisfaction.

Investigation on online shopping customer satisfaction——Taking samples from undergraduates in Shanghai

Electronic commerce in China underwent a sea change in recent years. More and more people are accustomed to shopping online. Improving customer satisfaction of online shopping is gaining signification for business to gain long-term customers and achieve their goals. Based on and enlightened by the traditional custom satisfaction model, we built a model especially for online shopping in China. Wc took samples from undergraduates in Shanghai and gained real data by sending out questionnaire and conducting survey both online and on the spot. Taking advantage of the SPSS19.0 with PLS plugin and SEM-PLS analysis method, we tested and proved some relations that we put foreward in the hypothesis. The value of our investigation and this paper lies in providing some enlightening perspectives for firms doing online business, which hopefully can help them improve costumer satisfaction and achieve firm goals.

Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bank of Ethiopia in Addis Ababa at East District

Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.

Customer Retention: Behaviour Perspective Model of Ghanaian Telecommunication Industry Using Multinomial Regression Analysis

To stay competitive, the mobile telecommunication companies spend millions of Ghana cedi each year on building long-term relationships with their customers. Marketing managers are constantly challenged with the problem of where to channel the limited resources in order to retain existing customers. This study approaches the customer retention problem in the mobile phone sector from a behavioural perspective, applying the Behavioural Perspective Model as the main analytical framework and further exploits some other factors that influence customer retention. The model includes a set of pre-behaviour and post-behaviour factors to study consumer choice, and explains its relevant drivers in a viable and comprehensive way, grounded in radical behaviourism. Data for the analysis were collected from tertiary students from Accra and Takoradi. Data collected were analysed using the multinomial regression technique. Analysis of the data revealed that the Behaviour setting factor is the only significant element in Behaviour Perspective Model. Further exploitation of behaviour situation revealed that the number of networks a customer uses, previous experience of a customer and customer’s intention are significant factors in determining customer retention in Ghana’s mobile telecommunication industry.

集体经营性建设用地入市农户满意度影响因素研究——基于Logistic-ISM模型的分析

农户满意程度可以反映政策改革成效,探究农户集体经营性建设用地入市满意度影响因素,有助于评价政策实施效果,同时对提升农村发展和农民幸福感也有一定的现实意义.采用问卷调查和访谈的方式,选取重庆市大足区作为研究区域,基于Logistic模型确定农户满意度的影响因素,结合ISM模型分析各影响因素之间的层次关系,对农民的政策实施满意度影响因素进行实证分析.研究结果显示:(1)针对入市实施效果,绝大部分农户持满意态度,不满意的地方集中在收益分配不及时和环境污染方面;(2)家中是否有村干部、生态环境变化情况、是否参与表决、分配公平性、入市实际收益、程序透明性、入市风险存在情况、对入市土地所有者的认知对入市农户满意度有显著影响.其中对入市土地所有者的认知、入市风险存在情况、入市实际收益为表层直接因素,中层间接因素有生态环境变化情况、是否参与表决、分配公平性以及程序透明性,家中是否有村干部为深层根源因素.应进一步完善土地产权制度,明晰入市到期后土地权属问题;健全监督管理机制,建立集体经营性建设用地入市单位的产业目录和准入标准制度;完善收益分配机制,制定集体土地入市指导性分配意见;将村集体负责人纳入政府基层领导队伍体系,提高程序透明性.

提升企业开展校企合作动机的策略研究--基于ASCI模型的分析

与东部沿海发达地区校企联动、携手共赢的局面相比,中西部欠发达地区的校企合作一直存在着企业参与热情不足、合作效果不佳等问题。职业院校作为合作的发起者、组织者,学校与企业结成合作伙伴的同时,应将企业看作学校服务的顾客,在育人的同时满足企业需要。借鉴顾客满意度模型来分析企业参与校企合作的动因,提出调动积极性、提高企业满意度的建议。

A dynamic optimization model of an integrated coal supply chain system and its application

Various nodes,logistics,capital flows,and information flows are required to make systematic decisions concerning the operation of an integrated coal supply system. We describe a quantitative analysis of such a system. A dynamic optimization model of the supply chain is developed. It has achieved optimal system profit under conditions guaranteeing a certain level of customer satisfaction. Applying this model to coal production of the Xuzhou coal mines allows recommendations for a more systematic use of washing and processing,transportation and sale resources for commercial coal production to be made. The results show that this model,which is scientific and effective,has an important value for making reasonable decisions related to complex coal enterprises.

基于KANO模型和PCSI指数的大学生心理健康服务设计研究

目的KANO模型作为需求质量和满意度分析工具,在分析满意度影响时存在不足。拟将KANO模型与潜在顾客满意度改善指数(PCSI指数)进行混合式使用,来填补KANO模型的局限性。方法通过阐明KANO模型、顾客满意度系数、PCSI指数之间的关系,探究三种工具在服务设计中的混合式使用模式,为调查分析服务中顾客的需求质量和满意度影响提供流程化分工,并针对大学生心理健康服务实施案例实证研究。结论KANO模型与PCSI指数的混合式使用能更深入、全面地解析顾客的需求分布、满意度水平及两者的相互影响关系。经调查,大学生心理健康服务在满足学生需求和提升满意度上存在较大改善空间。为其纳入匿名咨询服务具有潜在的满意度改善作用,能推动服务组织转变为以关怀学生为中心。

Three Dimensional Integrated Value Models Based on ISO/IEC9126 System Quality Model

When introduce a distribution system, it is necessary performing an assessment of system quality generally to evaluate the characteristic of system from candidates targeted product for the purchase and evaluating the superiority and inferiority. The general quality assessment for the system is performed by the integration test based on the quality requirements of the customer till now. But, it is very difficult to perform the integration test completely, because the system testing may depend on the individual person’s high skill and experiences. Recently, the method of the quantitative quality requirements and evaluation based on the ISO/IEC9126 quality model is widely recognized for the purpose of a quality evaluation and improvement of the system product. In the precedent study, I have performed the confirmation of the method of evaluation for the system quality from the viewpoint of six quality characteristics included in the quality model defined in ISO/IEC9126, and the effectiveness of whose quality model could have confirmed quantitatively and statistically. However, it is very difficult to assess superiority and inferiority of the system totally even if evaluating the quality of the distribution system from the viewpoint of six quality characteristics for a customer individually. Therefore, if we could display total quality of the target system visually, we could evaluate and compare the total quality of system objectively and intuitively. Based on these assumptions, in this paper, we propose the concept and effectiveness of the “Three Dimensional Integrated Value Model” based on the result of precedent study about six quality characteristics.

O2O模式下生鲜农产品满意度的影响因素研究——基于SEM模型的链式中介效应

为研究O2O模式下生鲜农产品顾客满意度的影响因素,基于期望确认理论和顾客让渡价值理论,通过问卷调查获得相应数据,构建结构方程模型并结合中介效应深入研究购前预期等七个因素对顾客满意度的影响。研究结果表明购前预期、买家评论、产品质量、物流配送和售后服务对顾客满意度存在显著正向影响,支付方式、网页设计对顾客满意度没有显著影响,产品质量对顾客满意度存在直接显著效应,同时存在中介效应;为检验物流配送、买家评论和售后服务通过产品质量对顾客满意度的中介作用,以物流配送和买家评论为中介变量构建了二因子中介模型,以物流配送和售后服务为中介变量构建了链式中介模型。结果显示,产品质量可通过物流配送和买家评论两个因子间接影响顾客满意度,同时可通过物流配送和售后服务形成的链式结构影响顾客满意度。

基于CCSI模型的黑龙江省乳制品企业顾客满意度研究

为提升黑龙江省乳制品企业顾客满意度,促进省内乳制品行业的稳定和快速发展,以中国顾客满意度指数(CCSI)为基础构建顾客满意度测评体系,运用SPSS 22.0对问卷进行信度、效度检验,以分析验证模型和指标的可靠性,运用因子分析及层次分析法对乳制品企业顾客满意度指标体系进行权重分配,计算出测评指标的满意度指数,以此分析乳制品顾客满意度水平。通过上述研究分析提出了打造品牌形象、提高产品知名度、围绕顾客提升服务品质、注重提升乳制品营养和安全、购买的便利性等方面的促进顾客满意度提升的建议。

基于重要性—绩效的公共交通服务质量满意度分析

基于顾客满意度模型,挖掘政府购买服务背景下的公交满意度影响机理,从硬件(产品满意度)和软件(服务满意度)两维度构建公共交通满意评价体系;其次,利用结构方程模型确定各公交服务属性在预测整体满意度方面的重要性,采用重要性—绩效分析方法确定公共交通满意度指标的改善优先级;最后,以北京某区为例进行实证。结果显示,公共交通软件(服务满意度)的相对重要性高于硬件(产品满意度),采用重要性-绩效分析方法识别公共交通满意度属性的改善优先级,制定并实施改进策略后,满意度提升9.9%。研究为政府购买服务背景下的公共交通服务水平提升、政策建议和策略制定提供理论支撑。