Research On Customer Satisfaction Of Electric Water Heater Installation Service Based On Structural Equation Model

As the current home appliance products tend to homogeneity,customers in the purchase of home appliances in the process of enterprises to provide customers with the service experience has become the main factors affecting customers to buy their products,so customer service satisfaction research is particularly important,it can For enterprises and industries to enhance the competitiveness of services to do reference and guidance.Satisfaction analysis method can be applied to any field of service and product for customers.The household appliance industry,as an industry related to the daily life of the people,studies its service satisfaction to help enterprises understand the current status of service provided by enterprises and The public satisfection with the service,help to reveal the problems provided by the enterprise services,help enterprises to enhance their own service satisfaction and enhance brand competitiveness to provide scientific and reasonable basis for decision-making.In this paper,the satisfaction degree of the installation service of electric water heater in the household electrical appliance industry is taken as the object of study.The satisfaction index model is used to design the questionnaire,and 13 well-known brands are selected and a large sample survey is carried out nationwide.The present situation of customer satisfaction of electric water heater installation service is studied by descriptive statistical analysis,cross analysis and statistical calculation of the path coefficient between latent variables.The analysis and analysis of China's well-known electric water heater installation services in 2015 customer satisfaction,combined with the 2014 data of satisfaction,the latest satisfaction with the development of changes in the situation.At the same time,the satisfaction of each brand is ranked,and the correlation factors of the satisfaction factors are analyzed.Finally,the user lbyalty of each brand is obtained,and the path coefficient between the latent variables is analyzed.This research is aimed at improving the customer service level of the home appliance industry and finding ways and means to improve the service satisfaction of the industry.