建筑施工企业顾客满意度模型实证分析

根据建筑施工项目的特征提出一个简化的建筑施工企业顾客满意度理论模型.在收集建筑施工企业顾客样本数据的基础上,利用结构方程模型软件对理论模型作了检验.研究结果表明:顾客感知质量对顾客满意度、顾客感知价值对顾客忠诚度、顾客满意度对顾客抱怨具有显著性的影响;顾客期望对顾客抱怨、顾客满意度对顾客忠诚度有正面影响;顾客抱怨对顾客忠诚度有负面影响.研究结论具有较高的精度,模型对该建筑施工企业顾客满意度有较好的解释力.

Experiential Analysis on Customer Satisfaction of Construction Enterprise

Based on the characteristic of construction project,a simplified theoretical model of customer satisfactionc was put forward.An empirical analysis of the model was done by using the data came from the customers of construction enterprise.This theoretical model has been checked by the software of structural equation model.The results show that the perceived quality of customers imposes positive effect on customer satisfaction remarkably,the same to the perceived values of customers on customer loyalty and the customer satisfaction on customer complain;the customer expectation have positive effect ion on customer complain,the same to the customer satisfaction on customer loyalty,by contrast,the customers complain imposes negative effect on customer' loyalty.This model can be used to interpret the customer satisfaction of construction enterprise with high precision.