摘要
为有效提高企业竞争力,基于PLS路径设计汽车售后服务顾客满意度测评模型。首先分析售后服务质量感知过程,从认知模式与观念性模式两方面衡量售后服务质量。然后从企业形象、维修质量、收费是否合理等方面分析汽车售后服务对顾客满意程度的影响,并将满意度分为特定交易型、累积型以及认知评价等类别,设置模型中隐变量与测度指标。假定模型满足的期望关系和线性关系,确定各指标权重,然后利用PLS方法预测模型中附加参数和定位参数,从而完成对满意度测评模型的设计。实验结果表明:该模型的综合信度较高,有利于汽车销售商发现售后服务管理中存在的问题,从而对服务体系进行持续优化。
In order to effectively improve the competitiveness of enterprises, the customer satisfaction evaluation model of automobile aftersales service was designed based on PLS path. Firstly, it analyzes the perceived process of after-sale service quality and measures the after-sale service quality from two aspects of cognitive mode and conceptual mode. Then, the influence of after-sales service on customer satisfaction is analyzed from the aspects of corporate image, maintenance quality and reasonable charges, and the satisfaction is divided into specific transaction type, cumulative type and cognitive evaluation type, and the implicit variables and measurement indexes in the model are set up. Assuming that the expected relationship and linear relationship are satisfied by the model, the weight of each index is determined, and then the PLS method is used to predict the additional parameters and positioning parameters in the model, so as to complete the design of the satisfaction evaluation model. The experimental results show that the comprehensive reliability of the model is high, which is conducive to the automobile dealers to find out the problems existing in after-sales service management, so as to carry out continuous optimization of the service system.
作者
王雷
WANG Lei(Taizhou Vocational&Technical College,College of Economics and Trade,Taizhou 318000 China)
出处
《自动化技术与应用》
2022年第4期108-111,共4页
Techniques of Automation and Applications
关键词
PLS路径
汽车售后服务
顾客满意度
测评模型
指标权重
PLS path
after-sales service of automobiles
customer satisfaction
evaluation model
index weight
