我现在听一位人大的同学说，现在有一个比较经典的客户满意度模型，但是我在网上找不到，好像是一个外国人做出来，包括问卷设计到利用模型分析直至报告陈述，都有一套很完整的体系，不知道论坛上有没有人有电子版本的资料，可否共享一下，谢谢。
谁有“客户满意度”的模型资料吗？
客户满意度现在无非是两种模型：结构方程模型以及偏最小二乘模型。
BTW，lucky发帖不要总用这么大的字嘛，上下行都重在一起了，不好看：）
BTW，lucky发帖不要总用这么大的字嘛，上下行都重在一起了，不好看：）
下次注意，您那里有相关的电子版资料吗？
我昨晚又问我同学了，她说就是叫客户满意度模型
我知道叫客户满意度模型，上面说的是模型的统计方法，资料我有一些，不过恐怕短时间你看不完，而且我自己现在都不敢说完全搞明白了
是不是直接套用就可以？可以发给我吗？谢谢
我给你推荐一本书，上面非常详细
调查研究中的统计分析方法（第二版），柯惠新、沈洁编，中国传媒大学出版社
这个模型在p529. 不过这本书有点贵，76。当时我是向老板大力推荐，最后老板同意我买并答应报销。
调查研究中的统计分析方法（第二版），柯惠新、沈洁编，中国传媒大学出版社
这个模型在p529. 不过这本书有点贵，76。当时我是向老板大力推荐，最后老板同意我买并答应报销。
我前几天刚买书，要买得等一段时间了
肯定不能直接套用，没那么简单的事情。挺麻烦的。
我想先看看资料
16 天 后
RE:我给你推荐一本书，上面非常详细
调查研究中的统计分析方法（第二版），柯惠新、沈洁编，中国传媒大学出版社
这个模型在p529. 不过这本书有点贵，76。当时我是向老板大力推荐，最后老板同意我买并答应
我看了这本书的第529页，讲的关于客户满意度的太少，就是简单的介绍，以我来看还是不推荐。
调查研究中的统计分析方法（第二版），柯惠新、沈洁编，中国传媒大学出版社
这个模型在p529. 不过这本书有点贵，76。当时我是向老板大力推荐，最后老板同意我买并答应
我看了这本书的第529页，讲的关于客户满意度的太少，就是简单的介绍，以我来看还是不推荐。
现在关于SEM的完整中文资料确实难找，英文的书又不太方便买……
6 天 后
客户满意度模型
I think there are several models developed in the literature of service quality. Broadly, SERVQUAL (=service quality), SERVPERF (=service performance), and something else (=I forget . Embarrased, should have worked harder when I learned the subject! ).
These models all measure service quality and customer satisfaction (as themselves declare) but at different perspectives, I think. SERVQUAL is one of the 'oldest' models; it has different dimensions and also sub-dimensions. This model is also frequently challenged by reserachers across fields. SERVPERF is developed based on SERVQUAL (this is why researchers challenge SERVQUAL!) and some of the dimensions and sub-dimensions from SERVQUAL are changed/modified. These two models share some roots (in terms of conceptual development) and also differ in their detailed dimensions. I have to go back to the theory and see what I can find for you, if you want to get something in greater details. Let me know, pls.
The other thing is that these two models are generally applicable in various situations; however, arguably, one should carefully examine each model's individual dimensions (and sub-dimensions) before they apply them into different contexts. This is particularly important. As many business models (marketing, consumer behaviour, operation etc) are developed based on western markets (or American contexts, precisely), questions as whether these models are entirely appliable and valid in a Chinese context remain to be challenged. Therefore, I would suggest you that, as long as you decide to adopt one model/approach, it is better to implement exploratory research (e.g. through indepth interviews) to grasp some broad understanding of the Chinese consumers before you collect a vast amount of data (=before you distribute your questionnaire). The interviews should give you some insights into the particular context that you are examining and hopefully, this also enables you an opportunitiy to 'pre-examine' whether the western models (whatever it is) would also validate in a Chinese context...
I think there are several models developed in the literature of service quality. Broadly, SERVQUAL (=service quality), SERVPERF (=service performance), and something else (=I forget . Embarrased, should have worked harder when I learned the subject! ).
These models all measure service quality and customer satisfaction (as themselves declare) but at different perspectives, I think. SERVQUAL is one of the 'oldest' models; it has different dimensions and also sub-dimensions. This model is also frequently challenged by reserachers across fields. SERVPERF is developed based on SERVQUAL (this is why researchers challenge SERVQUAL!) and some of the dimensions and sub-dimensions from SERVQUAL are changed/modified. These two models share some roots (in terms of conceptual development) and also differ in their detailed dimensions. I have to go back to the theory and see what I can find for you, if you want to get something in greater details. Let me know, pls.
The other thing is that these two models are generally applicable in various situations; however, arguably, one should carefully examine each model's individual dimensions (and sub-dimensions) before they apply them into different contexts. This is particularly important. As many business models (marketing, consumer behaviour, operation etc) are developed based on western markets (or American contexts, precisely), questions as whether these models are entirely appliable and valid in a Chinese context remain to be challenged. Therefore, I would suggest you that, as long as you decide to adopt one model/approach, it is better to implement exploratory research (e.g. through indepth interviews) to grasp some broad understanding of the Chinese consumers before you collect a vast amount of data (=before you distribute your questionnaire). The interviews should give you some insights into the particular context that you are examining and hopefully, this also enables you an opportunitiy to 'pre-examine' whether the western models (whatever it is) would also validate in a Chinese context...
'是不是直接套用就可以？可以发给我吗？谢谢' - I would not recommend you, doubt in concept validity ... please refer to the above discussion.
关于模型设定和问卷设计，可以参看天津大学的刘金兰教授的关于顾客满意度模型的书（实际是ACSI：美国消费者满意度指数）。书很薄，只需看其中的模型设定和问卷设计内容。不过其可操作性不强，需要根据你所研究的具体行业对模型及问卷进行修改。修改时可以参照清华大学中国经济研究中心的相关论文（里面有欧洲的模型也有我国研究者对国外模型修改后提出的模型），论文可以在中国期刊网上搜到。
可用于分析的软件，现有的是：Amos和LISREL.相关资料，谢兄所提供的已经够多了。
另外，下面的网页中有一些资料，在写报告时可以参考。
http://www.3see.com/library/librarys/2006/06/20/281.html
总之，问题的关键在于你所使用的模型是否合适，以及你的问卷是否实用。
满意度研究在方法上大致经历了从简单算术平均法、相关系数法、回归分析法到结构方程几个阶段。
实质上，发展的重心都是围绕如何确定满意度指标的权重而展开，结构方程式法有助于将满意度指标体系之间的相互影响解构得更加清晰，已被越来越多的研究咨询机构运用。
在这方面丁丁兄有实际操作经验，你最好能多问问他。
可用于分析的软件，现有的是：Amos和LISREL.相关资料，谢兄所提供的已经够多了。
另外，下面的网页中有一些资料，在写报告时可以参考。
http://www.3see.com/library/librarys/2006/06/20/281.html
总之，问题的关键在于你所使用的模型是否合适，以及你的问卷是否实用。
满意度研究在方法上大致经历了从简单算术平均法、相关系数法、回归分析法到结构方程几个阶段。
实质上，发展的重心都是围绕如何确定满意度指标的权重而展开，结构方程式法有助于将满意度指标体系之间的相互影响解构得更加清晰，已被越来越多的研究咨询机构运用。
在这方面丁丁兄有实际操作经验，你最好能多问问他。
1 个月 后
也推荐楼上说到的清华大学的论文，出了一本书。
[quote]引用第12楼anita_jiu于2007-01-06 00:06发表的“”:
客户满意度模型
I think there are several models developed in the literature of service quality. Broadly, SERVQUAL (=service quality), SERVPERF (=service performance), and something else (=I forget . Embarrased, should have worked harder when I learned the subject! ).
These models all measure service quality and customer satisfaction (as themselves declare) but at different perspectives, I think. SERVQUAL is one of the 'oldest' models; it has different dimensions and also sub-dimensions. This model is also frequently challenged by reserachers across fields. SERVPERF is developed based on SERVQUAL (this is why researchers challenge SERVQUAL!) and some of the dimensions and sub-dimensions from SERVQUAL are changed/modified. These two models share some roots (in terms of conceptual development) and also differ in their detailed dimensions. I have to go back to the theory and see what I can find for you, if you want to get something in greater details. Let me know, pls.
.......[/quote]
很有指导性和启发性么．．．很好，很强大．．．
客户满意度模型
I think there are several models developed in the literature of service quality. Broadly, SERVQUAL (=service quality), SERVPERF (=service performance), and something else (=I forget . Embarrased, should have worked harder when I learned the subject! ).
These models all measure service quality and customer satisfaction (as themselves declare) but at different perspectives, I think. SERVQUAL is one of the 'oldest' models; it has different dimensions and also sub-dimensions. This model is also frequently challenged by reserachers across fields. SERVPERF is developed based on SERVQUAL (this is why researchers challenge SERVQUAL!) and some of the dimensions and sub-dimensions from SERVQUAL are changed/modified. These two models share some roots (in terms of conceptual development) and also differ in their detailed dimensions. I have to go back to the theory and see what I can find for you, if you want to get something in greater details. Let me know, pls.
.......[/quote]
很有指导性和启发性么．．．很好，很强大．．．
2 个月 后
[quote]引用第14楼李寸于2007-01-06 10:45发表的“”:
关于模型设定和问卷设计，可以参看天津大学的刘金兰教授的关于顾客满意度模型的书（实际是ACSI：美国消费者满意度指数）。书很薄，只需看其中的模型设定和问卷设计内容。不过其可操作性不强，需要根据你所研究的具体行业对模型及问卷进行修改。修改时可以参照清华大学中国经济研究中心的相关论文（里面有欧洲的模型也有我国研究者对国外模型修改后提出的模型），论文可以在中国期刊网上搜到。
可用于分析的软件，现有的是：Amos和LISREL.相关资料，谢兄所提供的已经够多了。
另外，下面的网页中有一些资料，在写报告时可以参考。
http://www.3see.com/library/librarys/2006/06/20/281.html
总之，问题的关键在于你所使用的模型是否合适，以及你的问卷是否实用。
.......[/quote]
丁丁是谁啊
关于模型设定和问卷设计，可以参看天津大学的刘金兰教授的关于顾客满意度模型的书（实际是ACSI：美国消费者满意度指数）。书很薄，只需看其中的模型设定和问卷设计内容。不过其可操作性不强，需要根据你所研究的具体行业对模型及问卷进行修改。修改时可以参照清华大学中国经济研究中心的相关论文（里面有欧洲的模型也有我国研究者对国外模型修改后提出的模型），论文可以在中国期刊网上搜到。
可用于分析的软件，现有的是：Amos和LISREL.相关资料，谢兄所提供的已经够多了。
另外，下面的网页中有一些资料，在写报告时可以参考。
http://www.3see.com/library/librarys/2006/06/20/281.html
总之，问题的关键在于你所使用的模型是否合适，以及你的问卷是否实用。
.......[/quote]
丁丁是谁啊
6 个月 后
顾客满意度CSI ,今年我们就做了一个相关课题，因为考虑的变量太多，有18个。所以采用结构方程模型比较好，不过你要会用lisert软件！
1 个月 后
去年我们给中远做满意度的时候，数据模型什么的都不让我们碰。心里一直惦记着那个东东怎么弄，就知道来这个论坛能找到想要的东西的，嘿嘿。