摘要
在对服务(产品)与其他“有形产品”比较分析的基础上,探讨了服务业顾客满意度的特性;根据这些特性,利用因果关系链建立服务业顾客满意度结构模型,并对模型中的潜在变量及变量之间的关系进行了阐述与分析,对度量潜在变量的可观测变量进行了选择和研究。
The characteristics of service customer satisfaction are studied through analyzing the difference between service and other corporeal product. Then the structural model is built by making use of the potential consequences chain. Finally, the latent variables in the structural model, the relationship of them and how to select the observable indicators of them are studied.
出处
《中国农机化》
2007年第1期18-21,共4页
Chinese Agricul Tural Mechanization
关键词
服务业
顾客满意度
结构模型
质量
service
customer satisfaction
structural model
quality
