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.

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.

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.

SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

Railway is the backbone of Chinese transportation system,but its poor quality of services for passengers cause complains now and then.This study first analyzed the influencing factors of service quality on railway passenger,and its quality characteristics was also explained,and finally we proposed an evaluation system of service quality on railway passenger transport.Through the statistical analysis and processing of the basic information from survey data from railway station,trains and the official website of the ticket purchase,the evaluation score of question naire was converted into the score in evaluation index system,which was based on SERVQUAL model.Finally,the evaluation index system was applied to the field test,and all levels of indicators and the overall evaluation of railway passenger transport service quality was obtained.The relevant results show that the evaluation model of this study is concise and practical,and the method has certain practicability and promotion value,which is beneficial to the department of management supervision in railway transportation.

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.

外卖配送服务顾客满意度评价指标体系研究

基于SERVQUAL模型和LSQ模型的评价理念与相关文献,结合外卖配送服务的特点,构建了包括时效性、包装质量、可靠性、人员服务质量、便捷性、经济性6个维度和29个具体指标在内的外卖配送服务顾客满意度评价指标体系。运用层次分析法确定各个维度和指标的权重,结果显示,接收处理订单的效率和在承诺的时间内快速送达对顾客满意度的影响程度最大。基于此,提出了提升外卖配送的时效性;优化外卖包装,加大骑手的配送设备投入;强化与消费者的配送信息反馈与交流;加强物流服务人员的管理等建议。

数字乡村信息化建设公众满意度测评研究

数字乡村是乡村振兴的战略方向,信息化建设是数字乡村的重要组成部分,在我国数字乡村信息化建设的探索时期,建立一个基于公众满意的数字乡村信息化建设综合评价体系,对于实现农业、农村、农民全面发展有着重要的意义。文章选取10个潜在变量和27个可测变量,建立13种结构关系,构建数字乡村信息化建设公众满意度指数模型,进行实证研究来验证模型的科学、合理性。结果显示,公众期望、感知质量和数字乡村信息化成熟度是影响数字乡村信息化建设公众满意度的主要因素。

面向作战任务目的的上级意图满意度评估模型

首先,利用美国顾客满意度(ACSI)评估模型,构造了面向作战任务目的的上级意图满意度评估模型,并寻找满意度影响因子之间的主要关系;然后,根据指标构建原则构建了面向作战任务目的的上级意图满意度评价指标体系;最后,通过示例展示了该模型及其指标运用的过程,从而为实际作战中上级意图满意度评估提供参考。

基于SERVQUAL模型的拉林铁路客运服务质量评价研究

随着西藏铁路运输业的迅速发展,拉林铁路在西藏自治区承担着重要的旅客运输任务,是促进西藏城市交流的重要纽带,对当地经济、社会、环境和民生等方面都产生了积极的影响,而且拉林铁路客运服务质量水平提升有利于不断吸引和扩大拉林铁路客流市场份额,加强西藏地区间的文化交流,增进民族团结和社会和谐。通过基于国内客运服务质量和旅客满意度的研究,结合拉林铁路运营现状,构建基于SERVQUAL模型的拉林铁路客运服务质量评价指标体系。以拉林铁路为研究对象,依据旅客调查问卷数据,采用SERVQUAL模型方法评测拉林铁路客运服务质量,直观反映了拉林铁路客运服务质量与乘客期望间的差距。在此基础上,提出拉林铁路客运服务质量改进建议,助力西藏经济的协调发展。

基于中国顾客满意指数模型的医药电商平台顾客满意度研究

目的研究医药电商平台顾客满意度的影响机制,为提高医药电商顾客满意度提供参考。方法以吉林省部分医药电商平台用户为研究对象,基于文献研究、医药电商特点及中国顾客满意度指数模型设计问卷,采用问卷星微信小程序发放。分析品牌形象、预期质量、服务、质量保障、网站功能布局、感知价值、顾客满意度和顾客忠诚之间的作用逻辑。结果共回收有效问卷338份。网站功能布局降低了顾客满意度;预期质量对顾客满意度的直接效应低于间接效应;服务和感知价值对顾客满意度有直接且正向的影响;品牌形象与质量保障对顾客满意度无直接效应。结论医药电商平台应提高网站的交互体验、操作便利性,加强人文关怀服务,加大平台宣传力度维护声誉,促进医药电商平台品牌化的形成,从而达到提高顾客满意度的目的。建议政府加强对无证经营的打击力度,加快相关立法进程为消费者提供法律保障。

基于主题模型和情感分析的进口跨境电商顾客满意度评价研究

进口跨境电商已成为驱动国内消费增量的新业态,而顾客满意度的高低则是进口跨境电商提高留存率和转换率的关键。与此同时,海量的在线评论为商家提供了极具价值的信息,对其进行情感挖掘将有助于商家优化产品供给。为此,选择京东全球购个人护理产品作为研究对象,通过构建进口跨境电商顾客满意度综合评价模型,运用TF-IDF算法和文本聚类LDA主题模型等对评论文本内容进行分析和主题特征提取,并建立情感词典依次对顾客满意度各影响因素匹配赋值打分,以此来确定各项用户需求的重要度和产品及服务改进的优先级顺序。最终研究表明影响顾客满意度的各个因素综合得分排序从高到低为产品质量、物流服务质量、品牌信誉、感知价值、商家服务质量。

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。

旅游景区顾客的满意度指数模型

在对现有国际主流顾客满意度指数模型进行改进的基础上,结合旅游景区的特点,构建了旅游景区顾客满意度指数(TACSI)模型。该模型是一个具有因果关系的结构方程模型,包括7个潜变量和23个观测变量,各潜变量之间存在着11种正负相关关系。以桂林象山公园为例进行了实证研究,运用LISREL统计软件对模型的检验结果表明,测量模型中的观测变量对顾客满意度的影响是显著的,测量模型具有较高的目标可靠性;结构模型中各潜变量之间的路径系数与假定基本符合;TACSI模型的整体拟合性能良好。此外,通过对TACSI模型与美国顾客满意度指数(ACSI)模型进行比较发现,TACSI模型具有比ACSI模型更强的解释能力,因而更具合理性。

基于Kano-QFD的个性化产品属性指标重要度确定方法

为了定性、定量地分析顾客需求信息,实现顾客需求信息与个性化产品特征属性之间的精确映射,提出了一种集成卡诺模型和质量功能配置模型的产品属性指标重要度求解方法。在该求解方法中,采用卡诺模型定性分析需求信息,并将需求项分类;为了获得产品顾客满意度量化值,采用调研的方式统计分析需求项实现程度与顾客满意度之间的关系,并结合需求信息特征分析,分别建立了魅力需求、期望需求、基本需求和相反需求的顾客满意度数学模型;利用调整函数修正需求项的基本重要度,构建了产品规划质量屋模型,从而获得个性化产品属性指标的重要度。以个性化人像产品为例,验证了所提方法的可行性和有效性。

面向客户关系管理的客户满意度指数模型及测评体系

客户关系管理是在网络经济时代提升企业竞争能力,实现并提高企业价值的必然要求。而影响客户满意度的因素很多,如何科学地测评客户满意度并采取相应的改进措施,是提升客户关系管理水平的关键。在客户感知的基础上,分析了客户满意度所应具备的基本要素。依据美国客户满意度指数模型,运用"李克特量表"和相关分析法,构建了客户满意度指数的测评指标体系。该测评指标体系对于提高客户满意度,具有一定的理论及应用价值。

一种知识服务客户满意度的评价方法

针对知识服务客户满意度问题,提出一种评价方法.首先,分析了知识服务内涵、特点并回顾了已有的关于服务质量评价的研究成果;然后,构建了知识服务客户满意度评价指标体系;在此基础上,考虑到评价指标的主观性和模糊性,给出了一种知识服务客户满意度的模糊评价方法.该方法通过处理和集结客户给出的语言评价信息得到知识服务客户满意度的综合评价值.最后通过一个实例说明了该评价方法的应用价值.

供电企业客户满意度分析

针对供电企业提升客户满意度的迫切需求,在指标分析、目标制定与措施等方面提出了系统解决方案。首先,阐述了客户满意度的本质内涵,建立了供电企业客户满意度模型,并利用模糊综合评价方法对定量和定性的客户满意度指标进行评价,给出求解客户满意度得分的方法;其次,分析了供电企业客户满意度的得分范围,得出了使供电企业的综合效益达到最大的客户满意度得分;最后,分析了电力客户满意度与电网其他关键指标的联系,提出了利用客户满意度推进电网发展的措施。

CSI理论框架下农户农地转出满意度影响因素分析——以武汉城市圈典型地区调查为例

研究目的:探索农地转出中农户满意度的形成过程与机理,从农户主观感受视角来定量分析农地流转政策的制约因素。研究方法:基于顾客满意度指数(Customer Satisfaction Index,CSI)理论框架,构建农户农地流转满意度指数(Farmer Satisfaction Index,FSI)模型,运用结构方程模型(Structural Equation Model,SEM)进行定量分析。研究结果:农户对农地转出的感知质量是影响其满意度的决定因素,可靠性是关键因素,政府形象与印象感知是重要因素,人员互动是有效因素。研究结论:要加强农村社会保障制度建设以确保农民获得公平的社会保障,规范流转程序、健全流转监督机制、保护农民利益,加强政府廉政建设以改善政府形象以提高农户满意度,促进农地转出。

城市轨道交通乘客满意度测评模型

客运服务质量是城市轨道交通运营生存和可持续发展的关键,评价城市轨道交通客运服务质量的重要方法是进行乘客满意度测评。借鉴美国顾客满意度指数(ACSI)模型,构建了我国城市轨道交通乘客满意度测评模型,从服务质量、服务设施、服务安全、服务环境等4个方面确立了指标体系,并采用偏最小二乘法对模型进行估计。通过对某城市地铁的调查,测得了城市轨道交通客运服务的整体满意度,并深入分析了每一指标的影响力。最后实例验证了所建立的模型的实用性。