从结构变量本身对顾客满意度测评模型的 研究分析.pdf

Statistical and Application 统计学与应用, 2015, 4(4), 305-311 Published Online December 2015 in Hans. /journal/sa /10.12677/sa.2015.44034 The Research and Analysis of Customer Satisfaction Measurement Model from the Structural Variables Itself Jianjie Chen, Weiyan Mu Science School, Beijing University of Civil Engineering and Architecture, Beijing th th th Received: Dec. 11 , 2015; accepted: Dec. 27 , 2015; published: Dec. 30 , 2015 Copyright © 2015 by authors and Hans Publishers Inc. This work is licensed under the Creative Commons Attribution International License (CC BY). /licenses/by/4.0/ Abstract In the market economy system, customer satisfaction is the ultimate standard to measure the quality of goods and services. Studies have shown that, the cost of developing a new customer is equivalent to the cost of maintaining an old customer of 20 times. Through the customer satisfac- tion index evaluation, we can make the enterprise adapt to the change from “seller’s market” to “buyer’s market” as soon as possible. Based on the real data from the survey of a tea company and starting from the structure variable itself of the model, we can study the model by using the multiva- riate statistical method as for path analysis, matrix analysis, validity analysis and so on. In addition, we also can measure the customer satisfaction index value of the user to a particular product or ser- vice, as well as the influence and the relationship between them, so as to we can provide constructive suggestions for the improvement of enterprise and the decision-making of government. Keywords Structure Variable, Customer Satisfaction Measurement, Statistical Analysis 从结构变量本身对顾客满意度测评模型的 研究分析 陈建杰，牟唯嫣