| 冯莹.影响电力企业顾客满意度的体验因素研究[J].电力需求侧管理,2017,19(3):47-51 |
| 影响电力企业顾客满意度的体验因素研究 |
| Study on factors of affection experience to customer satisfaction in power enterprise |
| 投稿时间：2016-11-20 修订日期：2017-02-20 |
| DOI：10.3969/j.issn.1009-1831.2017.03.011 |
| 中文关键词: 客户体验 顾客满意度 结构方程模型 电力企业 |
| 英文关键词: customer experience customer satisfaction structural equation modeling power enterprise |
| 基金项目: |
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| 摘要点击次数: 1474 |
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| 中文摘要: |
| 合电力企业特点，从感官、情感、认知、实用、生活方式和关系6个体验维度识别出影响顾客满意度的20个因素，并据此设计调查问卷。通过对138份有效问卷的结构方程模型分析，表明感官、情感、认知和实用因素均对顾客满意产生直接的正向影响，而生活方式和关系因素对顾客满意的影响不显著。研究结果对于电力企业提高顾客满意度具有一定的参考意义，从业人员可以利用研究结论开展有针对性的体验设计，以提升客户满意度水平。 |
| 英文摘要: |
| In this thesis, combined with the features of power enterprise, 20 critical factors from six dimensionalities which are sensorial, emotional, cognitive, pragmatic, lifestyle and relational component were figured out, and designed a survey accordingly.As a result of structural equation modeling analysis with 138 valid ones collected, the conclusion showed that sensorial, emotional, cognitive and pragmatic components had a positive impact on customer satisfaction.However, direct impact on the lifestyle and relational component was not significant.The findings of this thesis will be guidance for power enterprise who wishes to improve customer satisfaction.It is also helpful for industry practitioners to design experience items, in order to enhance the customer satisfaction in power enterprise. |
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