The Study On Customer Satisfaction Assessment In Service Industry

Customer satisfaction is an indispensable important factor for an enterprise which would like to pursue long-term development. In particular speaking of the service enterprise, how to win the loyalty of customer community by the remarkable service, and then cause it to become the enterprise which owns competitive advantage is the significant strategic action that can safeguard the enterprise sustainable development. However, after the enterprise has paid greatly diligently, if the service (or product) provided by it can win the customer satisfaction truly only then to rely on to the scientific measurement of customer satisfaction and loyalty degree can obtain. Therefore, this paper has carry on the thorough discussion on evaluate method and theory of customer satisfaction on service industry.In view of describing latent variables influence which are faced to the model of relationship between customer satisfaction degree and its influence factors, integrating the respective characteristic of partial least squares method and the structure equation model, this paper proposed the question that the structure equation model application in service industry which is based on PLS method; take the system thinking as the instruction, construct the model of customer satisfaction in the technical project service industry which take the customer satisfaction degree as endogenous latent variables, and take the customer expected, the sensation quality and the sensation value as exogenous latent variable.In the demonstration research, base on the PLS- structure equation principle, used the recursion iteration method to carry on the exhaustive fitting analysis and the statistical test using the model. And unifies the special details of path coefficient and factor load coefficient, profoundly analyzed the primary factor as well as the factor characteristic which influence customer satisfaction degree in service industry, the objectivity of demonstration model explained fully that the advantage and validity of PLS- structure equation which is applied by this paper.