国产手机顾客满意驱动因素的实证研究
Study on Customer Satisfaction Driven Factors of Domestic Produced Mobile Phone
国产手机顾客满意度偏低成为其从2004-2006年一直呈下坡走势的一个重要原因。本文构建出国产手机顾客满意驱动因素模型，并从湖南长沙市在校大学生中收集样本，对模型中的假设关系进行了验证。研究发现，国产手机的产品质量、服务质量、通讯质量、外形功能、价格是国产手机顾客满意的重要驱动因素，而国产手机的品牌形象则对国产手机的顾客满意没有显著影响。据此，本文分别从国产手机的产品质量、服务质量、通讯质量、外形功能、价格等方面对国产手机制造商提出建议。
Low customer satisfaction of domestic produced mobile phone largely contributed to its downward sloping tendency from 2004 to 2006. This paper built a driven model of customer satisfaction of domestic produced mobile phone and tested the assumptions in the model with the samples collected from the undergraduate students of the Universities in Changsha. Our research indicated 5 factors that affected customer satisfaction of domestic produced mobile phone. They are product quality, service quality, communication quality, shape &function, price. The research also indicated that brand impression doesn’t have a significant impact on it. Based on the above, this paper put forward some suggestion to domestic produced mobile phone manufacturers from the 5 aspects.
何培旭、张小芳
信息产业经济通信
顾客满意，驱动因素，实证研究，因子分析，回归分析
ustomer Satisfaction Driven Factor Empirical Research Factor Analysis Regression Analysis
何培旭,张小芳.国产手机顾客满意驱动因素的实证研究[EB/OL].(2007-04-02)[2025-08-21].http://www.paper.edu.cn/releasepaper/content/200704-20.点此复制
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