中国自然垄断行业消费者满意度分析

利用消费者问卷数据,分析中国自然垄断行业的消费者满意度差异及其影响因素。研究表明,消费者满意度以供电和供水行业最高,航空客运、固定电话和移动电话行业较高,供气、有线电视和邮政服务行业居中,宽带上网行业较低,铁路客运和公路客运行业最低。从统计显著性看,消费者质量感知、缴费方便性感知和重要性感知对消费者满意度有显著的正向影响,消费者价格感知对消费者满意度有显著的负向影响。从实际影响程度看,对消费者满意度影响最大的是质量感知,其次是缴费方便性感知,再次是价格感知,而重要性感知的影响很小。消费者个体特征对消费者满意度有不同程度的影响。

Analysis on Consumers' Satisfaction in Chinese Natural Monopoly Industries

The differences among Chinese natural monopoly industries in consumer satisfaction and its influencing factors are analyzed based on consumer survey data.It is showed that the electricity and water supply industries have highest consumer satisfaction,the industries of airline transportation,fixed telephone and mobile phone have higher consumer satisfaction,the consumer satisfaction in the gas supply,cable television and postal service industries are moderate,the consumer satisfaction in broadband internet industry is lower,and the railway transportation and road transportation industries have the lowest consumer satisfaction.From the statistical point of view,the quality,payment convenience and importance perceived by consumer have significant positive effect on consumer satisfaction,whereas the consumer＇s perceived price has a significant negative effect on consumer satisfaction.Consumer＇s perceived quality has the greatest impact on consumer satisfaction,followed by perceived payment convenience,price and importance.Consumer＇s perceived importance has a slight effect on consumer satisfaction.Individual consumer characteristics have significant effect on consumer satisfaction in varying degrees.