| 公路长途客运顾客满意度模型及其应用 |
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| 引用本文： | 程龙生,牛俊磊,时建中.公路长途客运顾客满意度模型及其应用[J].数理统计与管理,2012,31(1):15-25. |
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| 作者姓名： | 程龙生 牛俊磊 时建中 |
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| 作者单位： | 南京理工大学经济管理学院,江苏南京,210094 |
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| 基金项目： | “十一五”国家科技支撑计划重点项目(2008BAK42B00);江苏省社科基金重点项目(08SHA001)资助 |
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| 摘 要： | 本文基于ACSI和中国服务业顾客满意度模型构建了公路长途客运顾客满意度概念模型,利用问卷调查数据及结构方程模型分析、检验和修正了初始概念模型,得到了有效的顾客满意度概念模型LHPT-CSI,在此基础上本文又选取一家江苏客运公司为对象进行了应用研究,并针对该公司提出了客运服务改进方向。
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| 关 键 词： | 公路长途客运 顾客满意度 偏最小二乘 结构方程模型 |
Customer Satisfaction Index Model for Long-distance Highway Passenger Transportation and Its Application |
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| CHENG Long-sheng,NIU Jun-lei,SHI Jian-zhong.Customer Satisfaction Index Model for Long-distance Highway Passenger Transportation and Its Application[J].Application of Statistics and Management,2012,31(1):15-25. |
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| Authors: | CHENG Long-sheng NIU Jun-lei SHI Jian-zhong |
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| Institution: | (School of Economics and Management,Nanjing University of Science and Technology,Jiangsu Nanjing 210094,China) |
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| Abstract: | Based on the ACSI model and the Customer Satisfaction Index Model for Service Industry of China,this paper puts forward a conceptual customer satisfaction index model for long-distance highway passenger transportation,and derives the effective conceptual CSI model LHPT-CSI after analyzing, testing and modifying the original conceptual model by using the survey data and partial least square method.Furthermore,this paper selects one passenger transportation firm in Jiangsu province as object to implement the applied research,and gives the improvement direction and measures for this firm. |
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| Keywords: | long-distance highway passenger transportation customer satisfaction index partial least square structural equation model |
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