The Study On Customer Satisfaction Assessment In Service Industry Based On The Partial Least Square For Structural Equation Modeling

The core competitiveness of service industry is an important weapon for the continuable development of the national economy, customer satisfaction is very significant for service industry. Therefore the measurement theory of customer satisfaction is studied. The main research works in the paper are listed as follows: 1.The research background is described, the basis ideas and research content of the paper are confirmed. 2. The basis development status of qualityand service quality is summarized. At the same time, the quality assessment theory and methods are carefully analyzed. 3. The expectancy-disconfirmation theory, attribution theory, performance theory and redress process model are analyzed. And the relationships between the customer satisfaction and customer loyalty are studied. 4.The reliability, validity, and the procedures of establishing measurement instruments are described, the characters of sample methods are analyzed, and the quantitative analysis on non-response questionnaire is studied. 5.The influence ofmulticollinearity in customer satisfaction model is studied, the localizations of component analysis and correlation analysis is analyzed. The arithmetic of partial least square is constructed. 6. As the frequency distribution of customer satisfaction is more often the convergence of two or three nearly normal distributions of two or three populations - dissatisfied, satisfied, and extremely satisfied customers, the arithmetic of partial least square for structural equation modeling is presented. 7.Based on the system thinking and partial least squares for structural equation modeling, the customer satisfaction of real estate industry is studied.