供电行业用户满意度模型构建及实证研究.pdfVIP

6 12 Vol. 6 No. 12 2009 12 Chinese Journal of M anagement Dec. 2009 霍映宝　徐　莉　吴国英 ( 南京财经大学工商管理学院) : 在相关理论研究基础上, 构建 供电行业用户满意度模型, 模型数据采集于江苏省 电力公司的800 位客户, 并采用SA S 8. 1 统计软件包的CA LIS 功能模块对模型进行 验证分 析。研究结果表明: 用户期望对用户感知质量、感知价值和用户满意的影响不显著, 故在模型中 予以删除; 企业形象对用户满意和用户忠诚的影响以间接为主, 直接影响不显著; 修正模型中5 2 个内生隐变量 的平均值为0. 69, 经综合考虑, 修正后的模型有效可靠。最后, 为供电行业提 R 升客户满意度和忠诚度提出建议。 : ; ; ; : C93; F019 : A: 1672-884X( 2009) 12-1696-06 Construction and Empirical Analysis of the Customer Satisfaction Model for Power Supply Industry HUO Ying ao XU Li WU Guoying ( Nanjing U niversity of Finance and Economy Nanjing China, , ) Abstract: In this paper, the customer satisfaction model of pow er supply industry is constructed ased on the related thesis, and the model is validated y SAS 8. 1-CALIS, for w hich data is collected from 800 customers of Jiangsu Pow er . Highlights of the findings include that ( 1) customer expecta- tion can e cancelled from the model, ecause its of no significance on customer perceived quality , perceived value and customer satisfaction, and ( 2) corporate image mainly produces an indirect effect , , ( 3) 2 on customer satisfaction and customer loyalty nearly no direct effect and the average R of five endogenous latent varia les in modified model is 0. 69. In summary the modified model is of validity, and relia ility . At last, suggestions are put forw ard for promoting customer satisfaction and customer loyalty in pow er supply industry . :