﻿ 从结构变量本身对顾客满意度测评模型的研究分析

# 从结构变量本身对顾客满意度测评模型的研究分析The Research and Analysis of Customer Satisfaction Measurement Model from the Structural Variables Itself

Abstract: In the market economy system, customer satisfaction is the ultimate standard to measure the quality of goods and services. Studies have shown that, the cost of developing a new customer is equivalent to the cost of maintaining an old customer of 20 times. Through the customer satisfac-tion index evaluation, we can make the enterprise adapt to the change from “seller’s market” to “buyer’s market” as soon as possible. Based on the real data from the survey of a tea company and starting from the structure variable itself of the model, we can study the model by using the multivariate statistical method as for path analysis, matrix analysis, validity analysis and so on. In addition, we also can measure the customer satisfaction index value of the user to a particular product or service, as well as the influence and the relationship between them, so as to we can provide constructive suggestions for the improvement of enterprise and the decision-making of government.

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