The Customer Satisfaction Evaluation of Mobile Industry Based on Multilevel Structural Equation Model

摘要：

Aiming at the multilevel structure of customer satisfaction (CS) measurement index in mobile industry, which ordinary structural equation model (SEM) cannot deal with directly, in this paper we propose multilevel structural equation model (MSEM) in which some observed variables have secondary observed variables. Then we apply the partial least squares (PLS) to estimate parameters of the model. Finally the MSEM and PLS given in this paper are used to evaluate the CS in mobile industry. We measure CS degree of this industry, and find some important factors which affect CS remarkably. Our research results also support some CS theory. The empirical analysis shows that MSEM is reasonable and effective to solve the multilevel structure problem.

作者: Feng Xiuqin Xiao Xinping Guo Huan

作者单位: School of Science, Wuhan University of Technology,Wuhan, CO 430063 China

会议类型: 国际会议

会议名称: 2009 IEEE International Conference on Grey System and Intelligent Services(2009 IEEE灰色系统与服务科学国际会议)

会议地点: 南京

会议语种:英文

页码: 947-951

在线出版日期: 2009-10-20（万方平台首次上网日期，不代表论文的发表时间）