公路长途客运顾客满意度模型及其应用被引量：15

Customer Satisfaction Index Model for Long-distance Highway Passenger Transportation and Its Application

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摘要本文基于ACSI和中国服务业顾客满意度模型构建了公路长途客运顾客满意度概念模型,利用问卷调查数据及结构方程模型分析、检验和修正了初始概念模型,得到了有效的顾客满意度概念模型LHPT-CSI,在此基础上本文又选取一家江苏客运公司为对象进行了应用研究,并针对该公司提出了客运服务改进方向。 Based on the ACSI model and the Customer Satisfaction Index Model for Service Industry of China, this paper puts forward a conceptual customer satisfaction index model for long-distance highway passenger transportation, and derives the effective conceptual CSI model LHPT-CSI after analyzing, testing and modifying the original conceptual model by using the survey data and partial least square method. Furthermore, this paper selects one passenger transportation firm in Jiangsu province as object to implement the applied research, and gives the improvement direction and measures for this firm.

作者程龙生牛俊磊时建中

机构地区南京理工大学经济管理学院

出处《数理统计与管理》 CSSCI 北大核心 2012年第1期15-25,共11页 Journal of Applied Statistics and Management

基金 "十一五"国家科技支撑计划重点项目(2008BAK42B00) 江苏省社科基金重点项目(08SHA001)资助

关键词公路长途客运顾客满意度偏最小二乘结构方程模型 long-distance highway passenger transportation, customer satisfaction index, partial least square, structural equation model

分类号 F721.7 [经济管理—产业经济] O212 [理学—概率论与数理统计]

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