| 基于SEM的饭店顾客满意度测评模型研究 |
| |
| 引用本文： | 黄燕玲,黄震方,袁林旺. 基于SEM的饭店顾客满意度测评模型研究[J]. 旅游学刊, 2006, 21(11): 54-60 |
| |
| 作者姓名： | 黄燕玲 黄震方 袁林旺 |
| |
| 作者单位： | 1. 南京师范大学地理科学学院,江苏,南京,210097;桂林工学院旅游学院,广西,桂林,541004
2. 南京师范大学地理科学学院,江苏,南京,210097 |
| |
| 基金项目： | 致谢：感谢海南三亚亚龙湾开发股份有限公司、三亚仙人掌度假酒店、广西桂林观光酒店、桂林宾馆等单位的大力支持;感谢南京师范大学05级旅游管理研究生顾秋实、陈晓艳、桂林工学院旅游管理本科生02级陆强等同学对问卷的回收及数据的录入. |
| |
| 摘 要： | 运用结构方程模型(SEM),通过对现有国际主流顾客满意度指数模型的改进,从多学科角度构建了饭店顾客满意度测评模型(HCS),并进行实证研究.饭店顾客满意度测评模型是一个具有因果关系的结构方程模型,运用LISREL及SPSS统计软件进行检验,结果表明测量模型中的观测变量对顾客满意度的影响显著,结构模型中各潜变量之间的路径系数与假定基本符合.在研究分析基础上给出相应结论及建议.
|
| 关 键 词： | 顾客满意度 饭店 测评模型 |
| 文章编号： | 1002-5006（2006）11-0054-07 |
| 收稿时间： | 2006-09-01 |
| 修稿时间： | 2006-09-28 |
Study on the Appraising Model of Hotel Customer Satisfaction ——Based on SEM Analysis |
| |
| HUANG Yan-ling,HUANG Zhen-fang,YUAN Lin-wang. Study on the Appraising Model of Hotel Customer Satisfaction ——Based on SEM Analysis[J]. Tourism Tribune, 2006, 21(11): 54-60 |
| |
| Authors: | HUANG Yan-ling HUANG Zhen-fang YUAN Lin-wang |
| |
| Affiliation: | 1. School of Geography Science, Nanjing Normal University, Nanjing 210097, China ; 2. School of Tourism, Guilin Institute of Technology, Guilin 541004, China |
| |
| Abstract: | Based on Structure Equation Models and the improvement of current international major customer satisfaction index models,the paper puts forward a model of Hotel Customer Satisfaction(HCS) by observing from multi-disciplines.Furthermore,an empirical study is conducted.HCS is a structural equation with causal relationships.By means of LISREL and SPSS,the test result on HCS model indicates that the measurement model has high goal dependability since the observed variables have significant effect on customer satisfaction;the path coefficients between the latent variables are basically consistent with the assumption.The corresponding conclusions are given by analyzing the case study. |
| |
| Keywords: | SEM |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
|
