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| 客户认知与忠诚度关系实证研究 | |
| 引用本文： | 周明霞,李成铖,林澍,李智,徐清. 客户认知与忠诚度关系实证研究[J]. 现代电信科技, 2010, 0(6): 70-75 |
| 作者姓名： | 周明霞 李成铖 林澍 李智 徐清 |
| 作者单位： | 1. 国家信息中心 2. 山东电子职业技术学院 3. 中国联合网络通信集团有限公司 |
| 摘 要： | 电信运营商的认知对用户选择有重要的影响,文章在对电信运营企业的总体形象认知与用户忠诚度研究的基础上,进一步分析电信运营企业的品牌形象、网络质量、便利性和服务质量以及资费价格等方面与客户忠诚之间的关系,并通过对某省电信运营商用户的电话及样本,运用结构方程模型对理论假设进行验证。 |
| 关 键 词： | 结构方程模型 运营商认知 客户忠诚 |
Research on the Relationship between Customer Perception and Customer Loyalty of Telecom Operators |
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| Zhou Mingxia,Li Chengcheng,Lin Shu,Li Zhi,Xu Qing. Research on the Relationship between Customer Perception and Customer Loyalty of Telecom Operators[J]. Modern Science & Technology of Telecommunications, 2010, 0(6): 70-75 | |
| Authors: | Zhou Mingxia Li Chengcheng Lin Shu Li Zhi Xu Qing |
| Affiliation: | Zhou Mingxia Li Chengcheng Lin Shu Li Zhi Xu Qing |
| Abstract: | The customer perception of telecom operators is an important factor for the customer to choose network and service.This paper analyzes the relationship between the customer perception and customer loyalty.The factors includes brand image,quality of network,service convenience and quality,tariff policy and etc.Also the paper verifies the research assumption by using structural equation modeling method to analyze one provincial telecom operator＇s customer group. |
| Keywords: | structural equation modeling customer perception customer loyalty |
| 本文献已被 维普 万方数据 等数据库收录！ | |