基于PLS結構方程模型的服務行業(yè)顧客滿意度測評方法及應用研究.pdf

1、天津大學博士學位論文基于PLS結構方程模型的服務行業(yè)顧客滿意度測評方法及應用研究姓名：林盛申請學位級別：博士專業(yè)：管理科學與工程指導教師：韓文秀20021201Abs臼actAbstractThecorecompetitivenessofserviceindustryisallimportantweaponforthecontinnabledevelopmentofthenationaleconomycustomersatisfacti

2、onisverysignificantforserviceindustryThereforethemeasurementtheoryofcustomersatisfactionisstudiedThemainresearchworksinthepaperarelistedasfollows：1，Theresearchbackgroundisdescribed，thebasisideasandresearchcontentofthepap

3、erareconfirmed2ThebasisdevelopmentstatusofqualityandservicequalityissummarizedAtthesametime，thequalityassessmenttheoryandmethodsarecarefullyanalyzed3Theexpectancy—disconfirmationtheory，attributiontheoryperformancetheorya

4、ndredressprocessmodelareanalyzedAndtherelationshipsbetweenthecustomersatisfactionandcustomerloyaltyarestudied4Thereliabilityvalidityandtheproceduresofestablishingmeasurementinstrumentsaredescribed，thecharactersofsampleme

5、thodsareanalyzed，andthequantitativeanalysisonnon—responsequestionnaireisstudied5TheinfluenceofmulticollinearityincustomersatisfactionmodeliSstudiedtheloealizationsofcomponentanalysisandcorrelationanalysisisanalyzedTheari

6、thmeticofpartialleastsquareisconstructed6AsthefrequencydistributionofcustomersatisfactioniSmoreoftentheconvergenceoftwoorthreenearlynormaldistributionsoftwoorthreepopulations—dissatisfied，satisfed，andextremelysatisfiedcu

7、stomers，thearithmeticofpartialleastsquareforstructuralequationmodelingispresented7Basedonthesystemthinkingandpartialleastsquaresforstructuralequationmodeling，thecustomersatisfactionofrealestateindustryisstudiedKeywordsSe