| 中式快餐店满意度模型的实证研究 |
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| 引用本文： | 王晓伟,李兴国,钟金宏.中式快餐店满意度模型的实证研究[J].价值工程,2012,31(1):116-118. |
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| 作者姓名： | 王晓伟 李兴国 钟金宏 |
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| 作者单位： | 1. 合肥工业大学管理学院,合肥,230009
2. 合肥工业大学管理学院,合肥230009;过程优化与智能决策教育部重点实验室,合肥230009 |
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| 基金项目： | 安徽省教育厅人文社科研究重点项目(201 1sk006zd):安徽省自然科学基金项目，国家自然科学基金重点项目，国家自然科学基金项目，合肥工业大学科学研究发展基金(2009HGXJ0039)等项目资助 |
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| 摘 要： | 这篇文章考虑产品、用餐环境、服务等因素,建立了顾客满意度模型,提出了相应的研究假设。借助于合肥市某中式快餐店的调研数据,利用因子分析、回归分析等方法,进行了模型的实证研究。结果表明:模型中考虑的三个影响因素对顾客满意度具有显著影响。其中,产品对满意度的影响最大。
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| 关 键 词： | 因子分析 回归分析 顾客满意度 顾客忠诚度 |
An Empirical Study on Model of Customer Satisfaction for Chinese Fast-food Restaurant |
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| Wang Xiaowei,Li Xingguo,Zhong Jinhong.An Empirical Study on Model of Customer Satisfaction for Chinese Fast-food Restaurant[J].Value Engineering,2012,31(1):116-118. |
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| Authors: | Wang Xiaowei Li Xingguo Zhong Jinhong |
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| Institution: | Wang Xiaowei;Li XingguoZhong Jinhong(①School of Management at Hefei University of Technology,Hefei 230009,China; ②MOE Key Laboratory of Process Optimization and Intelligent Decision-making,Hefei 230009,China) |
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| Abstract: | A model of customer satisfaction was built and the corresponding hypotheses were put forward based on the factors like fast-food restaurant products,dining environment,service.Based on the data from a Chinese fast-food restaurant in Hefei,an empirical study on the model was conducted by factorial analysis,regression analysis etc.It shows that the product of fast-food restaurant has the most significant effect on customer satisfaction,compared to dining environment and service. |
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| Keywords: | factorial analysis regression analysis customer satisfaction customer loyalty |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
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