CAJ | 학술논문

在相关理论研究基础上,构建了供电行业用户满意度模型,模型数据采集于江苏省电力公司的800位客户,并采用SAS 8.1统计软件包的CALIS功能模块对模型进行了验证分析.研究结果表明:用户期望对用户感知质量、感知价值和用户满意的影响不显著,故在模型中予以删除;企业形象对用户满意和用户忠诚的影响以间接为主,直接影响不显著;修正模型中5个内生隐变量R2的平均值为0.69,经综合考虑,修正后的模型有效可靠.最后,为供电行业提升客户满意度和忠诚度提出建议.
재상관이론연구기출상,구건료공전행업용호만의도모형,모형수거채집우강소성전력공사적800위객호,병채용SAS 8.1통계연건포적CALIS공능모괴대모형진행료험증분석.연구결과표명:용호기망대용호감지질량、감지개치화용호만의적영향불현저,고재모형중여이산제;기업형상대용호만의화용호충성적영향이간접위주,직접영향불현저;수정모형중5개내생은변량R2적평균치위0.69,경종합고필,수정후적모형유효가고.최후,위공전행업제승객호만의도화충성도제출건의.
In this paper, the customer satisfaction model of power supply industry is constructed based on the related thesis, and the model is validated by SAS 8.1-CALIS, for which data is collected from 800 customers of Jiangsu Power. Highlights of the findings include that (1) customer expectation can be cancelled from the model, because it's of no significance on customer perceived quality, perceived value and customer satisfaction, and (2) corporate image mainly produces an indirect effect on customer satisfaction and customer loyalty, nearly no direct effect, and (3) the average R2 of five endogenous latent variables in modified model is 0.69. In summary, the modified model is of validity and reliability. At last, suggestions are put forward for promoting customer satisfaction and customer loyalty in power supply industry.