移动通信行业服务质量分析——GRA与LISREL方法的比较

IF 1 4区工程技术 Q4 MATHEMATICS, INTERDISCIPLINARY APPLICATIONS

Journal of Grey System Pub Date : 2009-03-01 DOI:10.30016/JGS.200903.0007

C. Kung, Tzung-Ming Yan, Chih-Sung Lai

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引用次数: 10

摘要

本研究以台湾移动通讯业者为研究对象，运用灰色关联分析及LISREL方法分析服务品质、顾客满意与顾客忠诚之间的关系。研究结果表明，灰色关联分析的分析结果与LISREL模型相似，表明灰色关联分析只需要较小的样本量，其数据较少，即可获得可接受的精细解。研究还发现，服务质量与顾客满意呈显著正相关，顾客满意与顾客忠诚呈显著正相关。其中，响应性因素和共情因素对顾客满意和顾客忠诚具有正向影响。而整体服务质量与顾客忠诚度之间的关系较弱。

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Analyzing Service Quality in the Mobile Communications Industry-A Comparison between GRA and LISREL Methods

This study used grey relational analysis and LISREL method to analyze the relationships among service quality, customer satisfaction and customer loyalty, the mobile communications industry in Taiwan was the subject. The study results show that are the analyzed results by grey relational analysis, LISREL model are similar, which indicates the grey relational analysis only requires small sample size with its smaller data to obtain an acceptably fine solution. The study also finds that service quality is correlatively positive to customer satisfaction and the customer satisfaction to customer loyalty. Among them, the responsiveness and empathy factors have positively influential consequences on customer satisfaction and customer loyalty. However, the relationship between total service quality and customer loyalty are weak.

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来源期刊

Journal of Grey System 数学-数学跨学科应用

CiteScore

2.40

自引率

43.80%

发文量

审稿时长

1.5 months

期刊介绍： The journal is a forum of the highest professional quality for both scientists and practitioners to exchange ideas and publish new discoveries on a vast array of topics and issues in grey system. It aims to bring forth anything from either innovative to known theories or practical applications in grey system. It provides everyone opportunities to present, criticize, and discuss their findings and ideas with others. A number of areas of particular interest (but not limited) are listed as follows: Grey mathematics- Generator of Grey Sequences- Grey Incidence Analysis Models- Grey Clustering Evaluation Models- Grey Prediction Models- Grey Decision Making Models- Grey Programming Models- Grey Input and Output Models- Grey Control- Grey Game- Practical Applications.