论文部分内容阅读
本文研究了偏最小二乘路径建模在顾客满意模型中的应用,特别是引入了构成型关系的模型。本文首先比较了构成型模型和反映型模型的区别,并详尽阐述了构成型模型的偏最小二乘建模原理,接着构建了电信企业顾客满意度指数模型,并考虑了如何在指数模型中引入构成型外部关系.利用该电信企业的数据,比较分析了构成型模型(顾客期望和质量感知潜变量调整为构成型关系)和反映型模型(所有潜变量均为反映型关系)的实证结果,研究表明在为企业提供改善顾客满意水平的信息上两种模型具有较好的相似性,但是构成型模型能够提供更加稳定的结果,从而验证了顾客满意模型中引入构成型模型的可行性.
This paper studies the application of partial least-squares path modeling in customer satisfaction model, especially the model which introduces the constitutive relation. This paper first compares the difference between constitutive model and reflection model and elaborates on the principle of partial least squares modeling of constitutive model. Then it constructs the customer satisfaction index model of telecom enterprise and considers how to introduce it in index model Constitutional external relationship.According to the data of the telecom enterprise, the empirical results of the constitutive model (the adjustment of customer expectation and quality perceived latent variable into a constitutive relationship) and the reflective model (all latent variables are reflective relationships) are comparatively analyzed, The research shows that the two models have good similarity in providing information to improve the level of customer satisfaction, but the constitutive model can provide more stable results and verify the feasibility of introducing the constitutive model into the customer satisfaction model.