皮鞋定制服务的顾客满意度影响因素分析-analysis on influencing factors of customer satisfaction in customized leather shoes service.docxVIP

皮鞋定制服务的顾客满意度影响因素研究摘要随着市场经济的发展，维护并提高顾客满意度是当下企业保持竞争优势的重 要条件，而对于这一问题，国内外学者也做了大量研究，但以往的研究大多局限 于模型的构建和修正，很少对某一行业或市场顾客满意度的影响因素进行深入的 探究，尤其是新兴的皮鞋定制市场。本文在收集和整理相关文献的基础上，通过对皮鞋定制市场行业特点和顾客 需求特征的综合考虑，初步得出了皮鞋定制服务顾客满意度的影响因素，并以此 构建了皮鞋定制服务顾客满意度指数模型，然后设计了关于皮鞋定制的调查问 卷，通过问卷的发放和回收获得了进行实证分析的相关数据，而在实证分析的过 程中，运用的主要是统计方法对数据进行处理，有因子分析和信度分析确定皮鞋 定制服务顾客满意度的影响因素；相关分析和PLS回归分析确定皮鞋定制服务顾 客满意度影响因素的影响方向和影响程度；方差分析确定传统皮鞋市场和定制皮 鞋市场顾客消费行为关注点的异同。最后本文得出结论: 皮鞋定制服务顾客满意度的影响因素可概括企业形象、 日常使用、内心评价和配套服务四个方面，它们对皮鞋定制服务的顾客满意度均 产生正向的影响，但影响程度存在差异，并且得到了影响程度大小的排序。同时， 不同背景的顾客对满意度的感知也不同。在传统皮鞋市场和定制皮鞋市场，顾客 满意度的影响因素也存在差异，既有相同的部分，也有不同的部分。鉴于以上的 分析，本文最后对皮鞋定制服务顾客满意度的提高提出了建议，包括合理定价、 注重功能性的转变、普及消费群、拓展销售渠道、突出定制服务特征和打造品牌 六个方面，希望能够为皮鞋定制的实施提供参考。关键词：定制服务; 顾客满意度; 皮鞋Research on the Factors of Customer Satisfaction in Leather Shoes Customized ServicesAbstractWith the development of market economy, to maintain and improve customer satisfaction is an important condition for today’s enterprises to maintain competitive advantage, and for this issue, domestic and foreign scholars have done a lot of study, but previous studies are mostly limited to model building and correction, very few to explore the drivers and the mechanism of customer satisfaction of a particular industry or market in depth, especially in emerging shoes custom markets.Based on the collection and collation of relevant literature, this article took industry characteristics of shoes custom market and characteristics of customer demand into account, initially obtained factors of customer satisfaction of shoes customized services, then built a customer satisfaction index of shoes customized services, and then design a questionnaire on shoes customized services. By the issuance and recovery of the questionnaire, this article obtained relevant data of an empirical analysis, and in the process of empirical analysis, used mainly statistical methods of data processing, factor analysis and reliability analysis to determine the impact of customer satisfaction shoe customization factors