CAJ | 학술논문

文章结合陕西省洛南县城乡居民养老保险制度的实际情况，构建了该制度的满意度指数CSI模型；并通过问卷数据的处理对模型进行了验证，表明可进一步进行结构模型分析。分析得出：感知质量是影响居民满意度的首要因素，居民预期和政府形象对居民满意度的影响较弱；政府形象在模型中的影响广泛，对居民预期的影响最为显著；居民满意度和居民抱怨对居民忠诚度的影响显著。通过对结论进行理论分析，提出了相关的政策建议。
문장결합합서성락남현성향거민양로보험제도적실제정황，구건료해제도적만의도지수CSI모형；병통과문권수거적처리대모형진행료험증，표명가진일보진행결구모형분석。분석득출：감지질량시영향거민만의도적수요인소，거민예기화정부형상대거민만의도적영향교약；정부형상재모형중적영향엄범，대거민예기적영향최위현저；거민만의도화거민포원대거민충성도적영향현저。통과대결론진행이론분석，제출료상관적정책건의。
Basing on the basic characteristics of American customer’s satisfaction index (ACSI model) and Combined with the actual situation of endowment insurance system for rural residents in Luonan County of Shaanxi Province , this paper built a satisfaction index of CSI model. By doing questionnaire survey and data processing ,I verified the model and it turned out that the degree of fitting is good and having a further structural model analysis is workable. It turned out that the perceived quality is the primary factor that affects residents’ satisfaction. Residents’ expectation and government image put a relatively low im-pact on their satisfaction;Government image has a widespread influence in the model and has the most significant effect on residents’ expectations. Residents’ satisfaction and residents’ complaints affect resident' loyalty significantly. Having a theo-retical analysis of the above conclusion,this paper puts forward the relevant policy recommendations.