中国商业企业顾客满意度模型的构建

©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.()JOURNALOFBEIJINGTECHNOLOGYANDBUSINESSUNIVERSITY(SOCIALSCIENCE)Vol.25No.3May2010(,100876):2090,,,,,,,:;;:F717:A:1009226116(2010)032200632206:201022022203:(70901009):(1977),,,,2070,809090,,,,,,(AmericanCustomerSatisfac2tionIndex,ACSI),[1],,ACSI,,,ACSI,,,,,,200,,,200ACSI(1)(1),;,,ACSI,ACSI:,;ACSI,,,;;,;36©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.()201031ACSI1(LV)(MV)LVMVx11/EXPx21/x31/y11PRDy21,y31y12SRVy22y32PRCy13y23y14CSIy24y34//y15//CMPy25y35,y16LYLy26,y36,y46:EXP,PRD,SRV,PRC,CSI,CMP,LYL()11(ACSI)(GAP),Johnsonetal.(1995)(SwedenCustomerSatisfactionBa2rometer,SCSB),,,,,,,,,()46©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(PartialLeastSquare,PLS)[1],:;(2)2EXPPRDSRVPRCCSICMPLYLEXPPRDSRVPRCCSICMPLYLEXPPRD01614SRV0138101624PRC0112501540011680122401429CSI01062013710148001030013630127001304CMP-01255-01518LYL016670106301714-010590PRDSRVPRC015870127901490CSI0138901489013700127901310CMP-01256-01518LYL016670106401714-01059,0106201030,,,,0154001587(+01047),0148001489(+01009),0122401279(+01055),0136301370(+01007),0130401310(+01006),,,,,21,,,,,,,,,,,,01480,;,01302,,;,31(EuropeanCustomer56©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.()20103SatisfactionIndex,ECSI),,,,,?,(3)3LVEXPPRDSRVPRCCSICMPLYLEXPPRDSRVPRCCSICMPLYLEXPPRD01614SRV0138101624PRC0112501540011680122401429CSI01062013710148001030013630127001304CMP-01255-01518LYL016670106301714-01059EXPPRD01614SRV0138101624PRC0112501540011680122401429CSI01063013710148001030013630127001304LYL016540175101063-01059,,,:,0166701654(-01013),,0171401751(+01037),,-01255,,-01518,,,,,,,,,,,,,,41Cassel&Eklof(2001),,,,,,,,,,;,B2B,,,,66©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(4)4LVEXPPRDSRVPRCCSICMPLYLEXPPRDSRVPRCCSICMPLYLEXPPRD01614SRV0138101624PRC0112501540011680122401429CSI01062013710148001030013630127001304CMP-01255-01518LYL016670106301714-01059EXPPRD01614SRV0138101624PRC0112601538011680122401428CSI01062013710148101030013630127001304CMP-01255-01518LYL0133001431010530119601568-01061,,0166701431(-01236);,0171401568(-01146),,,,,,,;,,,,,,B2C,B2B,,,,,,,(2)76©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.()201032,,,,,,,,,,:,/;::/,/(/):[1].[J].,2003(11).[2]Anderson,EugeneW.andMaryW.Sullivan.TheAntecedentsandConsequencesofCustomerSatisfactionforFirms[J].MarketingScience,UniversityofFlorida,1993,12(2).[3]Chatelin,YvesMarie,Vinzi,VincenzoEsposito,Tenenhaus,Michel.State2of2artonPLSPathModelingthroughtheAvailableSoftware.2002,[Online].http:[4]Chin,WynneW.PartialLeastSquaresForRe2searchers:AnoverviewandpresentationofrecentadvancesusingthePLSapproach.2000,[Online].http:disc2nt.cba.uh.edu/chin/indx.html[5]Churchill,GilbertA.,Jr.&CarolSurprenant.AnInvestigationintotheDeterminantsofCustomerSatisfaction[J].JournalofMarketingResearch,1982,19(November).OntheConstructionofCustomerSatisfactionIndexModelforCommercialEnterprisesinChinaLiangYan(EconomicsandManagementSchool,BeijingUniversityofPostsandTelecommunications,Beijing100876,China)Abstract:Sincethe1990s,theconceptofcustomersatisfactionhasbeengraduallyacceptedbyacademiciansandbusinesspeopleinChina.Moreover,customersatisfactionismeasuredinpracticemainlybyAmericanCustomerSatisfactionIndexModel.However,thecustomerexpectationvariableinthemodelisquestionedinChina.Itdeemstherearealsootherimportantvariablessuchasbrandimageandcustomerrelationship,whichareimportantinChinesemarket.Commercialenterprisesfacetheircus2tomerseveryday,andthemodelusedtomeasurecustomersatisfactioncanaimtoimprovethecompetitivenessofcommercialen2terprisesandcreatemoreeconomicvalueandsocialvalue.ThispapermainlydiscussesthevariablesincustomersatisfactionmodelforcommercialenterpriseinChinaandprovidesrecommendationsfortheconstructionofsuchindexmodel.KeyWords:businessmanagement;enterpriseevaluationindex;customersatisfaction()86