基于结构方程模型的IPTV客户满意度分析方法

针对当前运营商对IPTV客户满意度的关注,提出了基于结构方程模型的IPTV客户满意度分析方法。该方法通过由两大类六个方面构成的评价指标体系和引入改进要求类指标到模型中,可更全面分析影响IPTV客户感知和满意度的各类因素。实证分析显示模型具有合理性,模型得出的满意度提升措施建议对后续工作具有参考价值。该方法适用于其他家庭多媒体业务的满意度分析。

Analysis method of IPTV customer satisfaction based on structural equation model

In view of telecom operators" attention to IPTV customer satisfaction, this paper proposes an analysis method of IPTV customer satisfaction based on structural equation model. Through the evaluation index system composed of two categories and six aspects as well as the introduction of improved requirements index into the model, this method can analyze all kinds of factors affecting IPTV customer perception and satisfaction more comprehensively. SApplications show that the model is reasonable, the suggestions of satisfaction improvement measures from the model also have reference value for the follow-up work. This method is suitable for the satisfaction analysis of other home multimedia services.