基于结构方程模型建立汽车产品品质顾客满意度模型研究
李颖 1李强1
作者信息
摘要
顾客满意度是影响企业增加核心竞争力的重要因素，各大整车企业都非常关心该指标。本文将产品品质满意度从顾客满意度中解析出来，将与汽车产品性能相关的功能区域分解成20个底层因子，通过建立汽车设计相关的底层因子与产品品质顾客满意度的模型，将各因子对产品品质满意度的影响数量化。可以帮助企业在新产品设计策略制定或现有产品售后质量改进及资源配置优先级方面提供有力的数据支撑。
Abstract
Customer satisfaction index is an more important factor about the company competitiveness. Many vehicle manufactures pay attention to the CSI.This paper established the vehicle product customer satisfaction index model. By VPSI evaluation we can not only know the product total satisfaction,but also know the important factors which affect VPSI.And the data can be used in the new projects to set up the target and the priority factors.
关键词
汽车产品品质顾客满意度/底层因子/结构方程模型/数学模型Key words
Vehicle Product Customer Satisfaction/Base Factors/Structural Equation Model/Mathematical Model引用本文复制引用
出版年
2015
NETL
NSTL
万方数据