CSI模型構(gòu)建及其參數(shù)的GME的綜合估計研究.pdf

1、南京理工大學(xué)博士學(xué)位論文CSI模型構(gòu)建及其參數(shù)的GME的綜合估計研究姓名：霍映寶申請學(xué)位級別：博士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：韓之俊20040630旦一莖墮主蘭堡絲塞ABSTRUCTBeingtheresultofmarketeconomycompetitionandtheembodimentofpeople’Seconomiclivingwelfareandanimportantintangibleassetofenterprise

2、，Customersatisfactionhasbecomethestandardofjudgingtotalproduct(service)qualityandthatintegratedCSIhasbeenthemodeofeconomyoperationqualityinneweconomyThisdissertationfocusesonthestudyofCSImodelconstructionanditsparametere

3、stimationThecontentofthisdissertationisdividedintosixchaptersThefirstchapteroutlinesdevelopmentofcustomersatisfactionconcept，andreviewsstateoftheresearchoncustomersatisfactionmodel，andanalysestheimplicationsofmeasuringcu

4、stomersatisfactionThesecondchapteranalysesthepropertiesofSCSB、ACSI、ECSIandCCSImodelandputsforwardafewofsuggestionsofconstructingCSImodel，andpointsoutadvantagesofmeasuringcumulativesatisfactionthroughtheannotationofcustom

5、ersatisfactionfromaneconomicpsychologyperspective，andanalysesthesignificationofcustomerloyaltyindetail，andconstructsanewCSImodelonthebasisofall—sidedanalysisonrelationshipsbetweencauseandeffectofcustomersatisfactionTheth

6、irdchapteranalysesLISRELandPLSmodelingprinciple，andindicatesthenecessityofintegratingLISRELandPLSformeasuringCSITheforthchapterputsforwardtwomethodsofmeasuringCSI(G／VIEIandGMEII)basedonthegeneralizedmaximumentropy(GME)，a

7、ndstressesontheanalysisofGMEregressionprinciple，andgivesthestepsofdeterminingweightbyprincipalcomponentanalysis(PCA)madentropyvaluemethod(EV)inviewofsupportspaceThefifthchaptermakesacomprehensiveanalysisontheactualCSIpro

8、ject，firstestimatingmodelparametersbyLISREL、PLS、PCAandEVthenmakingmorereliablemodelestimationbyGMEIandGMEII，andeducingSomevaluableconclusionsforenterprisemanagingThesixthchaptermakesasummaryofthisdissertationandresearchp

9、erspectiveTheinnovationsofthisdissertationcanbeshowedinfouraspects：(1)Onthebasisofunderstandingoncustomersatisfactionbymanyscholars，thisdissertationredefinescustomersatisfactionandgivestheeconomicpsychologyexplanationofc