| 基于结构方程的电力客户满意度测评模型研究 |
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| 引用本文： | 吴玲.基于结构方程的电力客户满意度测评模型研究[J].电力需求侧管理,2013(6):50-53,56. |
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| 作者姓名： | 吴玲 |
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| 作者单位： | 南京工程学院经济与管理学院,南京211167 |
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| 基金项目： | 南京工程学院创新基金面上项目（CKJB201211） |
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| 摘 要： | 在深入分析国内外客户满意度测评模型基础上，结合电力客户服务内容，构建具有行业特色的电力客户满意度测评模型及指标体系。通过实地调查获取220个样本数据，并对数据进行结构方程模型分析，发现影响客户满意度的主要变量及其影响程度，为提高电力客户满意度提出措施建议。
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| 关 键 词： | 结构方程 客户满意度 测评模型 |
Research on power customer satisfaction based on structural equation model |
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| WU Ling.Research on power customer satisfaction based on structural equation model[J].Power Demand Side Management,2013(6):50-53,56. |
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| Authors: | WU Ling |
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| Affiliation: | WU Ling (Nanjing Institute of Technology, Nanjing 211167, China) |
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| Abstract: | Based on the domestic and international customer satisfaction theory, combined with the characteristics of power customer service, we build power customer satisfaction evaluation model and establish index system. We conduct a Structural Equation Model （SEM） analysis on the 220 collected sample data. The results of empirical study are analyzed and suggestions are put forward on how to enhance power customer satisfaction. |
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| Keywords: | structural equation model power customer satis-faction evaluation model |
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