确定顾客满意度重要影响因素的方法

顾客满意度研究是目前质量领域和经济领域一个非常热门和前沿的话题,它对于企业确定影响顾客满意度的重要因素并采取相应的措施提高顾客的满意度、增加企业利润具有重大意义。文章主要介绍了几种确定顾客满意度重要影响因素的方法,并详细分析了其优缺点,然后以顾客对天津市某培训机构教学满意度评价为例,利用主成分回归和偏最小二乘回归找出影响教学的重要因素。结果表明偏最小二乘回归分析的方法更可靠、更合理一些。

On the Methods for Identifying Significant Factors of Customer Satisfaction

Customer satisfaction study is now a very popular and frontier topic in the field of quality and economics. It is very important for corporations to identify significant factors which affect customer satisfaction because it can help them to take proper actions to improve their customer satisfaction and gain more profits. The paper introduces several methods for identifying significant factors which affect customer satisfaction. It analyzes both the advantages and disadvantages of the methods in detail. Then it takes an evaluation of students satisfaction of a training center in Tianjin as an example, and finds out the significant factors which affect customer satisfaction by means of principal component regression(PCR)and partial least squares regression(PLSR), the result indicates that the method of PLSR is more reliable and reasonable.