服务业顾客满意度指数测量模型研究

Service Industry has a strategic position in the national economic development. To some extent, it is better to guide the enterprises conduct of operations which establish a feasible customer satisfaction index system for the services sector. This paper pull in the relevant latent variables on the basis of domestic and foreign scholars’ research results which combined with the service industry’ characteristics. According Structural Equation thinking method, we can put forward the satisfaction structural model and measurement model as theoretical basis for service enterprises to carry out customer satisfaction strategy.