| 互联网接入服务客户满意度实证研究——以陕西省为例 |
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| 引用本文： | 孔令夷. 互联网接入服务客户满意度实证研究——以陕西省为例[J]. 统计与信息论坛, 2012, 27(4): 94-97 |
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| 作者姓名： | 孔令夷 |
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| 作者单位： | 西安邮电学院管理工程学院,陕西西安,710061 |
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| 基金项目： | “十一五”陕西省科学技术研究发展计划暨2008年陕西省软科学研究计划项目，2012年度教育部人文社会科学研究青年基金项目 |
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| 摘 要： | 针对陕西省网站用户流失率超过80％反映出的陕西省互联网接入服务客户满意度指数很低的现实,构建互联网接入服务客户满意度模型,在对陕西省223家网站用户抽样问卷调查的基础上,运用结构方程模型,实证分析互联网接人服务客户满意度及其影响因素的关系,认定接人资费、客户沟通、硬件设施、服务质量及客户关怀对网站用户满意度都有显著影响,提出提升满意度的几点对策.
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| 关 键 词： | 陕西省 互联网接人 客户满意度 结构方程模型 互联网服务提供商 |
An Empirical Study of Internet Access Service's Customer Satisfaction Index with Shaanxi Province as an Example |
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| KONG Ling-yi. An Empirical Study of Internet Access Service's Customer Satisfaction Index with Shaanxi Province as an Example[J]. Statistics & Information Tribune, 2012, 27(4): 94-97 |
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| Authors: | KONG Ling-yi |
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| Affiliation: | KONG Ling-yi(School of Management Engineering,Xi’an University of Post and Telecommunications,Xi’an 710061,China) |
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| Abstract: | According to the statistical data from Ministry of Industry and Information Technology,web site users loss rate exceeds 80% in Shaanxi province.It is observed that internet access service’s customer satisfaction index is very low in Shaanxi province.The paper constructs internet access service customer’s satisfaction model,applies structure equation model to analyze the relationship between the internet access service’s CSI and its influence factors based on 223 websites user sampling questionnaire survey in Shaanxi province,and draws a conclusion.According to the importance sorting,access fees,customer communication,hardware facilities,service quality and customer care all have significant influence on CSI.Finally,the paper puts forward several countermeasures to improve CSI. |
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| Keywords: | internet access customer satisfaction index structure equation model empirical study internet service provider |
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