顾客满意度指数基础测评模型可比性的实证研究

目前各个国家和地区的顾客满意度指数（CSI）基础测评模型存在差异，这些模型之间是否可比意义重大，但尚无定论。本文通过针对性的实证研究发现，在其它条件一致的情况下，各个国家和地区的CSI基础模型具有可比性的关键是各CSI基础测评模型对核心变量顾客满意的显变量设定一致，而各CSI基础测评模型纳入何种潜变量以及如何设定潜变量之间关系，对CSI可比性的影响并不显著。

An Emperical study on Comparability of CSI Generic Measurement Model

As there are big differences among various national CSI generic measurement models, the comparability among them is of significance with the increasing popularity of them. However, it is an open question. This paper has done meaningful jobs on it and given a principle about the comparability. The core of comparability is the consistency of the meanings of customer satisfaction, which means the manifest variables specification about the core latent variable customer satisfaction in one CSI system should be consistent with that in another CSI system. Meanwhile, its found that the latent variables expect customer satisfaction and the relationships among all latent variables have no significant effect on the comparability.