Exploratory Study of Power Supplys Service Quality Measurement Model Based on Consumers Perceptions

摘要：

Based on the vast literature searching and deep interview with consumers,the program developed a 10-item survey questionnaire for the measurement of power supply service quality. After the data collection,Software SPSS17.0 was used for exploratory factor analysis and three public factors of power supply service quality were extracted. Except that one item was eliminated,the classification of power supply service quality were proved by other items,which revolved technology quality,process quality and compensation quality. By Statistical Software LISREL8-54 for confirmatory factor analysis,it was found that the measurement model has the high validity as well as good fitting. On this foundation,the measurement model of power supply service quality based on consumers perception was determined.

关键词： service quality consumers reliability and validity exploratory factor analysis confirmatory factor analysis

作者: Qing ZHAO Shiying WANG

作者单位: School of Management,Northwestern Polytechnic University,Xian 710072,China School of Economics and Management,Xian University of Post and Telecommunications,Xian 710061,Chin

会议类型: 国际会议

会议名称: The Tenth Wuhan International Conference on E-Business(第十届武汉电子商务国际会议)

会议地点: 成都

会议语种:英文

页码: 1259-1264

在线出版日期: 2011-05-13（万方平台首次上网日期，不代表论文的发表时间）