| 应用CALIS过程测定服务业顾客满意度指数 |
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| 引用本文： | 徐明,于君英,任喜梅,韩慧君.应用CALIS过程测定服务业顾客满意度指数[J].东华大学学报(自然科学版),2001,27(1):62-65,69. |
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| 作者姓名： | 徐明 于君英 任喜梅 韩慧君 |
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| 作者单位： | 1. 东华大学旭日工商管理学院
2. 上海交通大学管理学院 |
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| 基金项目： | 国家自然基金项目课题,批准号为:79870056 |
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| 摘 要： | 应用SAS软件中的CALIS过程，提出了用于建立简化的顾客满意度指数模型的一系列统计方法；并构造了求得顾客满意度分量的权重统计量，提出了对这个统计量和顾客满意度指数进行标准化的方法。该方法可以推广到不同的服务行业进行顾客满意度指数的测定，进而也可以推广到测定整个服务业的顾客满意度。
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| 关 键 词： | CALIS过程 顾客满意度指数 服务业 统计方法 模型 |
Using CALIS Equation to Get Customer Satisfaction Index in Service Sectors |
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| Xu Ming,Yu Junying,Ren Ximei.Using CALIS Equation to Get Customer Satisfaction Index in Service Sectors[J].Journal of Donghua University,2001,27(1):62-65,69. |
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| Authors: | Xu Ming Yu Junying Ren Ximei |
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| Abstract: | By means of SAS CALIS program, and based on our simple CSI model, this paper puts forward a series of equations, which include the relationship equations between the latent variables (perceived quality, perceived value and customer satisfaction, and so on) . It also constructs weight statistical variables used to get CSI, and puts forward the standardizing method of the weight statistical variables and the CSI. This statistical method could be used as the standard to calculate CSI in different service sectors, therefore it could be applied as the basic tool to get the service sector s CSI, and finally whole service industry CSI. |
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| Keywords: | CALIS program customer satisfaction index( CSI) service industry |
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