基于PLS結(jié)構(gòu)方程模型的服務(wù)行業(yè)顧客滿意度測(cè)評(píng)方法及應(yīng)用研究.pdf

1、天津大學(xué)博士學(xué)位論文基于PLS結(jié)構(gòu)方程模型的服務(wù)行業(yè)顧客滿意度測(cè)評(píng)方法及應(yīng)用研究姓名：林盛申請(qǐng)學(xué)位級(jí)別：博士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：韓文秀20021201Abs臼actAbstractThecorecompetitivenessofserviceindustryisallimportantweaponforthecontinnabledevelopmentofthenationaleconomycustomersatisfacti

2、onisverysignificantforserviceindustryThereforethemeasurementtheoryofcustomersatisfactionisstudiedThemainresearchworksinthepaperarelistedasfollows：1，Theresearchbackgroundisdescribed，thebasisideasandresearchcontentofthepap

3、erareconfirmed2ThebasisdevelopmentstatusofqualityandservicequalityissummarizedAtthesametime，thequalityassessmenttheoryandmethodsarecarefullyanalyzed3Theexpectancy—disconfirmationtheory，attributiontheoryperformancetheorya

4、ndredressprocessmodelareanalyzedAndtherelationshipsbetweenthecustomersatisfactionandcustomerloyaltyarestudied4Thereliabilityvalidityandtheproceduresofestablishingmeasurementinstrumentsaredescribed，thecharactersofsampleme

5、thodsareanalyzed，andthequantitativeanalysisonnon—responsequestionnaireisstudied5TheinfluenceofmulticollinearityincustomersatisfactionmodeliSstudiedtheloealizationsofcomponentanalysisandcorrelationanalysisisanalyzedTheari

6、thmeticofpartialleastsquareisconstructed6AsthefrequencydistributionofcustomersatisfactioniSmoreoftentheconvergenceoftwoorthreenearlynormaldistributionsoftwoorthreepopulations—dissatisfied，satisfed，andextremelysatisfiedcu

7、stomers，thearithmeticofpartialleastsquareforstructuralequationmodelingispresented7Basedonthesystemthinkingandpartialleastsquaresforstructuralequationmodeling，thecustomersatisfactionofrealestateindustryisstudiedKeywordsSe