摘要本文在参考大量国内外有关文献资料的基础上，结合调查问卷所探讨的问题，指出和分析了江苏各行业产品在客户对形象的感知、客户期望、客户对质量的感知、客户对价值的感知、客户忠诚、客户抱怨六个因素对客户满意度的影响程度，通过使用SPSS和AMOS软件，对各个行业问卷数据进行信效度检验，之后建立结构方程模型路径图，进而进行具体分析，对行业之间进行横向和深度的比较，研究发现：基本在所有行业，感知质量仍是对客户满意度影响最大的因素，所以如何提高本企业产品的性价比仍是首要任务，其次是感知价值和客户期望，不管是别的因素通过影响价值从而影响满意度，还是从价值本身出发影响满意度，路径系数比例都很高，所以在提高产品性价比的基础上，正确引导客户建立合适的期望和价值观是企业进行互联网时代营销的突破口。最后的因素是感知形象，这一个因素在不同的行业对满意度的影响差异很大，所以不能一概而论，需要行业自己根据产品的需要，适当参考形象的影响系数，并对产品做进一步的改进与完善。80166

毕业论文关键词：客户满意度  结构方程模型 产品质量

Title Jiangsu Province product quality supervision Satisfaction Study

Abstract Based on the reference to a number of domestic and foreign relevant literature on the combined questionnaire explored issues and pointed analysis of the industry in Jiangsu products perceived image, customer expectations, perceived quality, perceived value, customer loyalty, customer complaints six factors impact on customer satisfaction by using SPSS and AMOS software for various industries questionnaire data reliability and validity, after the structural equation model of the road map by further detailed analysis, comparison between sectors lateral and depth, the study found: in all basic industries, perceived quality is still the biggest customer satisfaction factors, so how to improve the cost of this product remains the top priority, followed by the perceived value and customer expectations, regardless of other factors affect the value by thus affecting the satisfaction, or starting from the value itself affect satisfaction, path coefficient ratio is high, so the cost to improve the product on the basis of correctly guide customers to establish appropriate expectations and values are the age of the Internet companies marketing breakthrough。 The final factor is the perception of the image, which is a factor in the difference in the impact on different industries of great satisfaction, it can’t be generalized, according to their own needs to the needs of the industry, the appropriate reference image influence coefficient, and products for further improvements。

Keywords:customer satisfaction Structural equation modeling product quality

目次

1引言 1

1。1研究背景 1

1。2研究内容和目标 3

2基于结构方程模型的顾客满意度模型 3

2。1结构方程模型简介 3

2。2江苏产品质量监督抽查满意度的结构方程模型 4

3行业数据检验及建模分析 5

3。1生活用品（洗漱用品、家居用品、炊事用品（厨卫用品）、装饰用品、化妆用品、床上用品） 5

3。1。1均值和标准差 6

3。1。2信度和效度检验 6

3。1。3结构方程模型路径系数