基于SEM的施工企业业主满意度测评模型

摘    要
随着我国经济的高速发展，人们生活水平的不断提高，大家在对自己消费的满意度的要求上也是越来越高。各企业在对顾客满意度上现在都是十分的重视。建筑业作为一个特殊的行业，在当今社会业主对其的要求是越来越高。在对顾客满意度的测评上，现在比较流行的做法是利用结构方程模型的方法对顾客满意度进行测评。
本文拟在吸收国外顾客满意度模型，特别是在借鉴ACSI模型的基础上，就我实习单位湖北省建工第五建设有限公司（以下简称省建五）的工程项目，结合中国施工企业的基本特点，提出一个新的建筑业顾客满意度模型。该模型在构建过程中，我们就省建五近五年的工程建设项目进行问卷调查，运用SPSS、LISREL等分析软件对调查问卷进行相应的分析处理，验证所建立的模型的合理性。最后就问卷分析的结果进行总结，提出相应的建议措施。

关键词：结构方程模型；隐变量；显变量；顾客满意度；施工企业
Abstract
With the rapid development of economy and the improving of people's living standard the demand for the customer satisfaction of our country is strengthened day after day. Varies enterprises pay much attention on customer satisfaction now. The demand for construction industry which is a special industry is more and more high. A popular evaluation on customer satisfaction is to utilize the method of structural equation model.
This paper aims to introduce a new model of customer satisfaction in construction industry by learning from the model of customer satisfaction in foreign countries, links the project of The Fifth Construction Limited Company of Hubei Province (hereinafter referred to as “The Fifth Construction Company ") and combines the feature of construction enterprise, based on the ACSI model. During the constructing process of this new model, we have already made a research on the projects of The Fifth Construction Company in recent five years. The writer tries to prove the accuracy of the model by using the analyzing software including the SPSS and the LISREL to analyze or process the questionnaires,. Finally, the writer gives a summary of the result and analysis on questionnaires in the conclusion part and comes up with some corresponding suggestions and measures.
Key words: Structural Equation Model; recessive variable; apparent variable; Customer Satisfaction; construction enterprises

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