| 顾客满意度指标重要性测量的主成分分析与多元回归方法 |
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| 引用本文： | 刘金兰,朱晓旸.顾客满意度指标重要性测量的主成分分析与多元回归方法[J].天津大学学报(社会科学版),2004,6(2):159-163. |
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| 作者姓名： | 刘金兰 朱晓旸 |
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| 作者单位： | 天津大学管理学院,天津,300072 |
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| 摘 要： | 介绍了顾客满意度研究中的"重要性 绩效"分析模型,并建立了因果模型;利用主成分分析和多元回归方法确定了各因素指标的重要性;以商品房市场为实证,对顾客满意度进行了研究和测量,并对其他一些方法进行了比较和讨论。
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| 关 键 词： | 顾客满意度 "重要性绩效"分析 主成分分析 |
| 文章编号： | 1008-4339(2004)02-0159-05 |
| 修稿时间： | 2002年12月30 |
Multivariate Regression Combined with Principal Components Analysis Used to Measure the Importance of Customer Satisfaction Indicators |
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| LIU Jin-lan,ZHU Xiao-yang.Multivariate Regression Combined with Principal Components Analysis Used to Measure the Importance of Customer Satisfaction Indicators[J].Journal of Tianjin University(Social Sciences),2004,6(2):159-163. |
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| Authors: | LIU Jin-lan ZHU Xiao-yang |
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| Abstract: | The paper introduces the importance-performance analysis model in the research on customer satisfaction. The causal model is built and multivariate regression combined with principal components analysis is used to measure the importance of the indicators. According to it, the customer satisfaction on the commercial houses is studied and measured. Other methods are also compared and discussed. |
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| Keywords: | customer satisfaction importance-performance analysis principal components analysis |
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