CAJ | 학술논문

本文通过对12306网站的使用者进行全面细致的调研分析，以结构方程模型（SEM）为分析方法，SPSS及AMOS软件为分析工具，建立网络购票顾客满意度模型，并开发了网络购票顾客满意度测量表，对其顾客满意度进行了调查分析，为12306网站顾客满意度的提升提供依据和合理化建议。
본문통과대12306망참적사용자진행전면세치적조연분석，이결구방정모형（SEM）위분석방법，SPSS급AMOS연건위분석공구，건립망락구표고객만의도모형，병개발료망락구표고객만의도측량표，대기고객만의도진행료조사분석，위12306망참고객만의도적제승제공의거화합이화건의。
Based on the investigation and analysis of 12306 website users, this paper builds a customer satisfaction model of 12306 website by using structural equation model (SEM), and then corrects the model with the help of SPSS and AMOS. The paper also lists the key factors that affect 12306 website customer satisfaction, develops a measurement table of ticket website customer satisfaction and analyses the investigation results, providing reasonable suggestions on improving the customer satisfaction of 12306 website.