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随着经济的发展和市场竞争的加剧,顾客满意对于企业的重要性日益增长。很多企业开始探索如何建立顾客满意度测评体系,并且对顾客满意进行定量的测量和管理。本文主要采用了因子分析的方法,对南京某钢铁企业进行顾客满意度研究,找出该企业经营中的最主要影响因素,再结合基于结构方程模型的顾客满意度指数模型,建立该钢铁企业顾客满意度的路径分析模型。通过实证研究表明,客户服务对于该企业的顾客满意度的影响程度较高。
With the economic development and market competition intensified, the importance of customer satisfaction to the business is growing day by day. Many enterprises began to explore how to establish a customer satisfaction evaluation system, and to measure and manage customer satisfaction quantitatively. This paper mainly uses the method of factor analysis to study the customer satisfaction of a certain iron and steel enterprise in Nanjing and find out the most important influencing factors in the operation of the enterprise. Combined with the customer satisfaction index model based on structural equation model, Satisfaction path analysis model. Empirical studies show that customer service has a higher impact on the customer satisfaction of the enterprise.