Title :
The customer satisfaction evaluation of mobile industry based on multilevel structural equation model
Author :
Xiuqin, Feng ; Xinping, Xiao ; Huan, Guo
Author_Institution :
Sch. of Sci., Wuhan Univ. of Technol., Wuhan, China
Abstract :
Regarding the multilevel structure of customer satisfaction (CS) measurement index in mobile industry, which ordinary structural equation model (SEM) cannot deal with directly, in this paper we propose multilevel structural equation model (MSEM) in which some observed variables have secondary observed variables. Then we apply the partial least squares (PLS) to estimate parameters of the model. Finally the MSEM and PLS given in this paper are used to evaluate the CS in mobile industry. We measure CS degree of this industry, and find some important factors which affect CS remarkably. Our research results also support some CS theory. The empirical analysis shows that MSEM is reasonable and effective to solve the multilevel structure problem.
Keywords :
customer satisfaction; least squares approximations; customer satisfaction evaluation; mobile industry; multilevel structural equation model; parameter estimation; partial least squares; Customer satisfaction; Data analysis; Data mining; Equations; Intelligent structures; Intelligent systems; Iterative algorithms; Least squares approximation; Numerical analysis; Parameter estimation;
Conference_Titel :
Grey Systems and Intelligent Services, 2009. GSIS 2009. IEEE International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4244-4914-9
Electronic_ISBN :
978-1-4244-4916-3
DOI :
10.1109/GSIS.2009.5408034
