基于PLS路径模型的顾客满意度测评研究

Research of Measuring Customer Satisfaction Degree Based on PLS Path Modeling

摘要: 根据美国顾客满意度指数模型,提出了一种基于PLS路径模型的顾客满意度测评模型；详细阐述了模型设定、模型估计和模型评价。实例证明该顾客满意度测评模型显变量符合单一纬度条件、具有良好的内敛效度、具有一定的解释能力,拟合效果可以接受,为国内顾客满意度测评研究提供了实用方法。

Abstract: This paper proposes a model of measuring customer satisfaction degree based on Partial Least Square Path Modeling. It introduces model setup， model Estimation， model evaluation. The results show that the model meets the Unidimensionality， has good Convergent validity， Expository Ability and Good-Fit test. It offers a useful approach for Measuring Customer Satisfaction Degree in China.