USING FACTOR ANALYSIS FOR INDENTIFYING LATENT CONTRIBUTING FACTORS OF CUSTOMER LOYALTY EVALUATION OF MOBILE COMMUNICATION ENTERPRISE

摘要：

This paper described the factor analysis technique and how it could be used to identify the critical factors that determine the customer loyalty of Mobile Communication Enterprise. The procedures and concrete parameters of factor analysis were introduced in details. Study results show that action loyalty, conative loyalty, effective loyalty and cognitive loyalty are the four potential contributing factors of customer loyalty assessment of mobile communication enterprises.Subsequently, an evaluation model of customer loyalty assessment of mobile communication enterprises is provided according to the contributing factors.

关键词： Factor Analysis Customer loyalty Evaluation Mobile communication enterprise

作者: YAN-LI LU JING-YUAN HAN WEN-HAI GAO SHU-GUI CAO

作者单位: School of Economics & Management, Hebei University of Science & Technology, Shijiazhuang 050018, China

会议类型: 国际会议

会议名称: 2006 International Conference on Machine Learning and Cybernetics(IEEE第五届机器学习与控制论坛)

会议地点: 大连

会议语种:英文

页码: 1913-1917

在线出版日期: 2006-08-13（万方平台首次上网日期，不代表论文的发表时间）