| 基于PLS-SEM模型的民航客户忠诚度研究 |
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| 引用本文： | 凌元辰,曹力,白京.基于PLS-SEM模型的民航客户忠诚度研究[J].中国管理科学,2009,17(2):140-145. |
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| 作者姓名： | 凌元辰 曹力 白京 |
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| 作者单位： | 1. 南京航空航天大学民航学院, 江苏南京210016;
2. 民用航空局安全技术中心运输管理室, 北京100028 |
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| 基金项目： | 民航安全技术中心运输窜资助项目 |
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| 摘 要： | 如何最大限度的保留老客户是影响民航企业未来发展的非常重要的问题,各国航空公司非常重视提高客户忠诚度的研究。研究影响客户忠诚度的因素,对于提高航空公司服务水平有着重要作用。本文运用PLS-SEM(Partial Least Square-Structural Equation Model)方法,建立了客户忠诚度评价模型;结合实际采样数据,通过忠诚度指标因子定量分析了各变量对客户忠诚度的影响,为民航企业提高客户忠诚度的研究提供了新途径。研究结果表明,影响民航企业忠诚度的因素依次是安全、企业形象和感知质量。
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| 关 键 词： | 结构方程模型 偏最小二乘法 客户满意度 客户忠诚度 |
| 收稿时间： | 2008-9-24 |
| 修稿时间： | 2009-3-10 |
A Study of Civil Aviation Customer Loyalty Based on PLS-SEM |
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| LING Yuan-chen,CAO Li,BAI Jing.A Study of Civil Aviation Customer Loyalty Based on PLS-SEM[J].Chinese Journal of Management Science,2009,17(2):140-145. |
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| Authors: | LING Yuan-chen CAO Li BAI Jing |
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| Institution: | 1. College of Civil Aviation, Nanjing University of Aeronautics & Astronautics, Nanjing 210016, China;
2. Transportation Administration of CAST, Beijing 100028, China |
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| Abstract: | Keeping the old customer is so important for the civil aviation corporation development that all corporations pay a lot of attention.The influencing factors of customer loyalty can help to improve the civil aviation corporation service level.Based on Partial Least Square-Structural Equation Model(PLS-SEM),the paper proposes a Civil Aviation Customer Loyalty Model (CACLM).The influence on customer loyal ty of different variables iss analyzed through loyalty indexes by the practical collecting data.It provided a way to test customer loyalty efficiently so that the service level could be improved.The research results shows that safety,corporation image andperceived quality are the first three factors affecting the customer loyalty. |
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| Keywords: | PLS-SEM customer satisfaction customer loyalty |
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