摘要
以顾客满意理论为基础,结合气象服务特点,构建了气象服务公众满意度结构方程模型,探讨了气象服务公众满意度的前因和后效。结果表明,与商业领域顾客满意度不同,气象服务公众满意度的形成和影响机制有其独特性。气象服务质量是满意度的最重要影响因素,公众期望对满意度的影响以间接效应为主;满意度主要通过气象部门形象影响公众信任。研究结论对于促进我国气象服务主体树立良好社会形象,赢得公众信任具有重要启示。
Based on the theory of customer satisfaction and the characteristics of modern weather service, this paper has established a pubic weather service satisfaction model and analyzed its antecedents and effects. The results show that the formative and infuent process are different between weather service business and other market-based business. The differences include that the satisfaction of pubic weather service is prior impacted by service quality in a direct way, while is minor impacted by user expectations in an indirect way, and it has an indirectly effect on user trust through refreshing public image. Our study results may improve the image and raise trust of the weather service organizations in business and government.
作者
王丽娟
殷占福
Wang Lijuan Yin Zhanfu(China Meteorological Administration Public Meteorological Service Centre, Beijing 100081 Institute of Atmospheric Physics, Chinese Academy of Sciences, Beijing 100080 China Meteorological Administration Asset Operation Centre, Beijing 100081)
出处
《气象科技进展》
2017年第3期35-40,共6页
Advances in Meteorological Science and Technology
基金
公益性行业(气象)科研专项(GYHY201106037)
国家软科学(2011GXQ4B026)
中国气象局公共气象服务中心青年英才计划项目([2014]第02号)资助
关键词
气象服务
公众
满意度
测评模型
weather service, the public, satisfaction, scale model
