基于PLS_结构方程的顾客满意度评价方法_林盛.pdf

20 6 Vol. 20 No. 6 2005 12 JOURNAL OF SYSTEMS ENGINEERING Dec. 2005 ¹ PLS- 林 盛, 刘金兰, 韩文秀 ( , 300072) : 传统结构方程模型虽然在分析中既能处理测量误差,又可描述潜变量之间的结构 系. 但是, 在求解结 构方程模型的过程中严格依赖协方差矩阵, 并且假设测量变量服从正态分布, 由于顾客满意的频数分布常常 为非正态分布, 从而极大限制了该方法在顾客满意度研究方面的应用. 本文研究基于PLS的结构方程模型,有 效解决了在构造客户满意度模型中所遇到的变量非正态问题.并以PLS) 结构方程原理为支撑, 对商品房顾 客满意度问题进行了应用研究. : ; ; ; : F273. 1 : A : 1000- 5781(2005) 06- 0653- 04 Method on customer satisfaction assessment based on the partial least square for structural equation LIN Sheng, LIU Jin-lan, HAN Wen- iu (School ofManage ent, Tianjin University, Tianjin 300072, China) Abstract: Although Structural equation odels with latent variables represent a considerablestep forward to study easure ent error and variable. s relationship, the arith eticof odel depends on thecovariance atrix, and the hypothesis of observable variables distribution is nor al. As the frequency distribution of custo er satisfaction is non_nor al, its application in custo er satisfaction is restricted. Thearith eticof partial least square for structural equation odeling is presented to solve the proble in this paper. The custo er satisfaction of real estate industry is studied. Key words: partial least square; structural equation odel; custo er satisfaction; real estate 0 . ,, , ; . , , , ,, [ 1] , / 0 ( indicator) . , , . , ¹ : 2003- 11- 08; : 2005- 04- 05.